TPR grade: R&O Lead Administrator
About us
More than half the UK working population rely on The Pensions Regulator (TPR) to regulate their retirement savings. With a career at TPR, you’ll be joining an organisation that will impact on millions of lives for decades to come.
Everyone at TPR plays an important role in helping to keep more than £2 trillion of savings safe. We’re committed to bringing people into TPR who are ready to make a difference and put UK savers at the heart of what we do.
It is important to us that TPR remains a great place to work. We do all we can to help our people reach their full potential with learning, secondment, and development opportunities. We put our 900+ employees first, supporting flexible working and offer a diverse, lively, and inclusive environment. This includes our Disability Network, Family Network, LGBT+ Network (Proud), Minority Ethnic (ME) Network and Women’s Network, which offer spaces to connect.
Our new corporate strategy outlines a bold and challenging vision of how pensions regulation should evolve to keep pace with a change in the scale and nature of the industry. We are at the start of that journey. Join us to find out what part you can play.
We operate a hybrid working model, with regular attendance in our Brighton office to connect with colleagues across the business.
Role
Are you passionate about making a difference, supporting regulatory compliance and delivering excellent customer service? Join our team as a Lead Administrator, where you'll play a crucial role in a dynamic and inclusive environment. We value diversity and are committed to providing opportunities for growth and development. If you thrive in a fast-paced setting, enjoy helping people, and have a keen eye for detail, we encourage you to apply and become part of our supportive and engaging team.
We are recruiting a cohort of Lead Administrators, in partnership with Michael Page, that will be deployed across one of our internal teams that support a range of internal and external customers. Your responsibilities can range from tasks such as minute-taking for meetings and ensuring documents are correctly saved onto our case management system, to providing exceptional customer support to our regulatory customers. This is fast-paced, reactive work, so flexibility is key.
Joining this cohort of Lead Administrators you’ll benefit from a collaborative and supportive onboarding experience. Starting alongside a group of peers on 28 April 2025, you'll have the opportunity to share insights, build a strong professional network, and learn together. This cohort approach fosters a sense of community and teamwork from day one, ensuring you have the support and resources needed to thrive in your new role. Embrace this unique opportunity to grow and succeed with a team dedicated to making a positive impact in the pension savers.
We will be running an in person assessment centre at our Brighton offices on the 14th of March, where you’ll be able to meet members of the teams, other potential lead administrators and see our fantastic offices.
Responsibilities
Depending on team allocation.
- Support our customers by being their first point of contact for inbound calls and emails, delivering excellent customer service.
- Act with care and integrity to build rapport and trust with our customers, ensuring their needs are fully understood and resolved.
- Follow guided procedures with attention to detail to resolve customer queries while maintaining compliance.
- Explain technical information in an easy-to-understand way.
- Provide administration for internal and external case team meetings and calls, including coordinating timing, sending out agendas, taking minutes, and data entry.
- Ensure all case-related correspondence is saved appropriately to the document management system.
- Support the creation of legal bundles, and the storage and handling of evidence obtained as part of a warrant in line with the Criminal Procedures and Investigations Act 1996.
- Foster an inclusive environment where diversity is valued.
- Consistently meet service levels and deadlines, including managing email mailboxes and ensuring actions are addressed.
- Contribute to an open and supportive team culture by collaborating with colleagues to meet customer needs and improve services and processes.
- Take ownership of your personal development, with opportunities for further growth within the organisation.
Essential and desirable criteria
Essential criteria
- Customer Service Expertise – Experience in using effective customer service techniques, with strong communication skills for probing, questioning, and resolving enquiries.
- Empathy and Adaptability – Ability to demonstrate genuine empathy and tailor communication styles to handle diverse customer needs across verbal and written formats.
- Analytical and Problem-Solving Skills – Experience in analysing and evaluating customer information to resolve issues or escalate appropriately, while working with multiple stakeholders and ensuring compliance with governance and risk processes.
- Proficient IT Skills – Confident in using Microsoft packages, customer service software, and databases, with the ability to quickly learn and adapt to new systems.
- Organisational and Prioritisation Skills – Proven ability to prioritise workloads in a fast-paced environment, maintain accuracy and attention to detail, and meet quality standards.
Desirable criteria
- Knowledge of pensions and experience working within a legislative framework.
- Pension industry or financial service experience.
- In-depth knowledge of D365.
- Experience in a contact centre environment.
Person specification
- Ability to quickly build rapport to understand customers' needs and provide an excellent experience.
- Ability to prioritise workload and use initiative.
- Good attention to detail and accuracy.
- A strong team player who contributes to a supportive team culture.
- Solutions-driven to help solve problems and take ownership.
Salary and benefits
As well as a salary starting from £25,505, we offer:
- Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
- discretionary bonus arrangements
- access to performance related pay progression
- 25 days annual leave provision
- flexible working arrangements
- development opportunities
- enhanced parental leave arrangements
- a free employee assistance programme
- an excellent office location in Brighton
How to apply
The Pensions Regulator are working in Partnership with Michael Page to bring you these roles. To apply please visit: Administrator - JN-022025-6659919 | Michael Page
Current TPR employees in their first 12 months of employment who want to apply for this vacancy should first contact their line manager to discuss their application.
We are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.
As a Disability Confident employer, we’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.
Applications will be considered on a part time and job share basis.
In accordance with Home Office guidance, the successful candidate will be required to provide their right to work in the UK before they start employment. Unfortunately, TPR is not able to offer sponsorship at the time. TPR is a UK-based organisation with a working location in Brighton, candidates must live in the UK to be employed by us.
The Pensions Regulator is an arm’s length government body and part of the public service.
Any offer of employment will be subject to the receipt of satisfactory background screening checks and criminal record checks (BPSS).
If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email ciaranmcadam@michaelpage.co.uk.
All third party applicants will be sent to Michael Page.