Client Service Delivers excellent service, meeting client needs e.g. producing quotations or advising trustees; meeting internal service standards; handles a range of situations including dealing with complaints appropriately.
Delivering results Delivers work that meets required quality, standards and targets, using the required systems and processes.
Communication Demonstrates good interpersonal skills and communicates effectively with all stakeholders e.g. pension scheme members or sponsors.
Team working and collaboration Consistently supports colleagues and collaborates to achieve results. Builds and maintains strong working relationship with colleagues and clients e.g. sponsoring employers or trustees. Aware of own role within team and impact on others.
Planning and organising Plans and manages own workload effectively, responding to changes when necessary.
Personal Development Proactively plans and records their own development in both current role and career through a range of methods e.g. workplace learning, professional courses.
Workplace Pension Schemes Broad understanding of the structure of workplace pensions schemes and the different roles involved in running a scheme.
Regulatory and Compliance Understands the regulatory and legislative environment for workplace pensions and the impact of this on their role. Understands the difference between providing information, guidance and advice.
Business Awareness Understands their organisation’s business strategy, culture and role within the workplace pensions sector. Has an awareness of how their own role fits within the wider organisation and workplace pensions industry.
Systems and processes Understands all systems and processes used in the role together with the standards to be met.
Honesty and Integrity Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing. Maintains confidentiality at all times.
Accountability Meets personal commitments and expectations, e.g. completing work, timekeeping. Takes ownership of tasks.
Commitment and Enthusiasm Demonstrates enthusiasm and dedication. Willing to suggest / share new ideas and opportunities for change.
Adaptability Accepts changing work priorities and patterns when new jobs need to be done and adapts to business change.
Personal Effectiveness Works well under pressure, deals with challenges and meets targets.
There are additional specific competencies for the options of Administrator and Consultant as shown below:
Scheme Benefits Interprets relevant pension scheme information and benefits payable; understands how to interpret scheme documentation, perform calculations and check for reasonableness.
Analytical Able to demonstrate analytical thinking, including identifying non-standard situations that arise, where relevant.
Trustee Responsibilities Understands how Trustee boards are comprised and run; understands Trustee Governance requirements, including risk management, complaints processes and Trustee business planning.
Scheme Benefits Understands relevant pension scheme information and benefits payable. Understands the different types of calculations and benefit structures.
Client Understanding Broadly understands the nature of scheme sponsors and Trustees as clients and the context of their business requirements, projects, circumstances, goals and cultures. Understands the options for, and importance of, communications with and to pension scheme members.
Solution Development Able to demonstrate analytical and investigative thinking, suggesting viable solutions to client issues that arise. Able to support implementation of solutions, including straightforward negotiations with clients when required.
The apprentice will complete at least one or more of the following qualification/examinations (as considered most relevant by the employer):
Pensions Management Institute – Award in Pensions Essentials, Retirement Provision Certificate; Certificate in Pension Scheme Member Guidance; Certificate in Pensions Essentials (4 units); Certificate in Pensions Administration (4 units); Certificate in Pension Calculations (4 units); Diploma in Pensions Administration (4 units); Advanced Diploma in Retirement Provision (2 units)
Chartered Insurance Institute – Award in Financial Administration (Pensions option), Certificate in Financial Services (2 units), Certificate in Life and Pensions (2 units)
Chartered Institute of Payroll Professionals - Certificate in Pensions Administration Details of the required units are set out in the Assessment Plan
The length of the apprenticeship is expected to be 18-24 months.
Professional Qualification / Recognition
Completion of the selected qualification/examinations/units in this standard will provide or allow the apprentice to apply for, professional membership of one of the three Professional Bodies, depending on the qualification/examinations/units completed.
Completion of this apprenticeship will form the foundation of a career in the sector. There are a range of qualifications available for further study up to degree level.
Originally published on Gov.uk, this information has been re-used under the terms of the Open Government Licence.";