Pension Customer and Operations Analyst

Join us as a Pension Customer and Operations Analyst

NatWest Cushon is on a mission to help millions of people build a feel-good future. We like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry. We’re looking for talented people to help us build simple, convenient, and delightful financial experiences tailored to our customers.

• This is an opportunity for someone with extensive pension knowledge to apply their expertise and play a pivotal role in shaping how we deliver customer service.
• You’ll be instrumental in developing and enhancing Standard Operating Procedures (SOPs) and ensuring that we provide consistent, high-quality outcomes for our customers
• You will act as a key point of contact for both customers and third-party vendors, helping to facilitate the smooth transfer of pensions into Cushon 

What you'll do

To thrive in this role, you will bring significant pension industry experience and have a proven ability to manage and deliver customer-focused solutions in a fast-paced environment. 

• Demonstrate fundamental knowledge of pension administration and apply it to the Scheme
• Experience in Defined Contribution (DC) administration, including leavers, retirements, transfers, monthly processing, and pension increases
• Strong understanding of current pensions legislation and regulatory requirements, especially the Pensions and Finance Acts
• Experience in mentoring junior staff is desirable
• Third-party pensions administration experience preferred, but strong in-house experience will be considered. 
• Demonstrate numerical aptitude through work or academic achievements. 
• Proficient in Microsoft Word, Excel, and Outlook. 

Day to day, you’ll be: 

• Supporting customers over the phone and via telephone, e-mail and chat systems
• Providing a fast and friendly response to a range of customer queries
• Maintaining and updating customer records both on Excel and Admin platforms

The skills you'll need

You’ll need a can-do attitude and a genuine passion for helping others to thrive in our Cushon customer service team. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll also demonstrate:

• Strong organisational and planning skills in pension case management systems 
• Ability to meet deadlines and prioritise multiple case types
• Eagerness to learn and follow instructions consistently
• Take ownership and responsibility for work
• Enthusiastic, positive, and flexible approach 
• High accuracy and attention to detail in both numerical and written tasks
• Ability to work well in a team
• Strong problem-solving skills

Hours

35

Job Posting Closing Date:

10/04/2025

Ways of Working:Remote First