Description Do you want to join the dedicated team at SPPA as our next Pensions Officer and play a pivotal role in securing the future for our members through expert management and compassionate service? The Scottish Public Pension Agency (SPPA) is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers,’ Police and Fire-fighters’ pension schemes in Scotland. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners of more than £2.5 billion. As a Pensions Officer you will respond to customer complaints, some technical queries and casework, providing support and advice to colleagues, along with providing quality assurance and checking an agreed percentage of cases. With your experience and knowledge developed within pensions or financial services, you will provide technical training and coaching to colleagues and administration staff. Responsibilities Processing roles requiring due diligence, compliance and awareness of role in the wider organisation. Quality assure and authorise cases, including payments prepared by Administrators and ensure information provided to customers is in accordance with processing complex pensions calculations and payments in order to maintain consistency and accuracy. You will deliver a high-quality service to support the delivery of key objectives with regulatory requirements. Provide guidance, support objectives serving our scheme members and stakeholders. Provide support to Pension Administrators on consistent effective processing, compliance and technical queries regarding the different schemes and bulk processing. Manage customer complaints and highlight areas to improve by demonstrating specialist in-depth knowledge and understanding of specific pension schemes and functions, applying this expertise to manage customer responses. Resolving enquiries and managing the resolution from start to end to ensure we meet or beat service. Developing and maintaining good working relationships with both internal and external stakeholders to deliver an exceptional service. Actively identify, participate in and promote opportunities for continuous improvement, contributing to the development of more effective ways of working throughout SPPA. Responsibilities Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: Connections and communication - Working You can find out more about the skills required, here. Experience: Experience in a complaints management role responsible for the approval of responses to members covering complex pension or financial calculations and payments, directly coaching and developing staff in a financial services environment Behaviours: Managing a Quality Service - Level 2 Working Together - Level 2 Developing Self and Others - Level 2 You can find out more about Success Profiles Behaviours, here. How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above. If invited for further assessment, this will consist of an interview and job simulation. Assessments are scheduled for w/c 4 August however this may be subject to change. Interview and assessment are expected to take place in person on site at SPPA, 7 Tweedside Park, Tweedbank, Galashiels, TD1 3TE. We will hold a reserve list for 12 months for this Pensions Officer role. Qualifications About Us The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland for over 500,000 key workers. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners to the value of more than £2.5 billion. SPPA Careers | SPPA (pensions.gov.scot ) Civil Service Nationality Rules Working Pattern Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. If you have specific questions about the role you are applying for, please contact us. Equality Statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. Apply Before: 23rd July (23:59)