Occupational Summary
A Pensions administrator Level 3 apprentice works as a Finance worker, Pensions administrator or Workplace pensions administrator and provides administrative support for selecting and running pension schemes or plans. They manage day-to-day operations and support senior administrators by producing quotations, setting up benefits for retirement, death or leaving service, and administering transfers into and out of schemes. Duties include maintaining pension scheme cash books, reconciling bank statements, preparing cash-flow forecasts, collating data and drafting administration reports, maintaining and updating member records (salary, address, marital status), responding to member enquiries such as fund valuations and investment options, clarifying benefits payable and interpreting scheme data. Apprentices work in multi-grade teams under supervision, manage their own workload and do not manage others.
The programme specifies 34 KSBs (knowledge, skills and behaviours), typically lasts 18 months and has maximum funding of £9,000. End-point assessment is by a knowledge assessment and a professional discussion underpinned by a portfolio of evidence.
View official Skills England source text
The pensions administrator is found in organisations of all shapes and sizes that operate or oversee pension schemes or plans. The broad purpose of the pensions administrator is to provide support when selecting and running pension schemes or plans. Pensions administrators play a critical role in managing the day-to-day operation of pension schemes or plans. They are likely to be involved in a variety of tasks supporting more senior administrators. A pensions administrator will be involved in producing quotations and setting up benefits for members or plan holders. These may include retirement, death and leaving service before retirement. They will also administer transfers into or out of the pension scheme or plan. As part of their administrative role the pensions administrator will also undertake financial tasks. These may include maintaining pension scheme cash books; reconciling bank statements and preparing cash-flow forecasts. They will ensure that customers receive accurate data on their pension position by collating data and drafting Administration Reports for clients . As part of providing an excellent customer service the pensions administrator maintains and updates member records. These could include salary data, changes of address or marital status. They respond to pension scheme or plan specific enquiries from members or plan holders, including fund valuation requests and data on investment options. They will clarify the benefits payable under the pension scheme or plan and interpret relevant pension scheme or plan data and benefits payable. A pensions administrator will work with multi-grade teams and will typically work under supervision by a more senior administrator. They will be responsible for managing their own workloads but will not manage others.
What's in the Delivery Pack?
Every section is tailored specifically to the ST0187 standard, using official KSB data, the published assessment plan, and sector-specific context.
KSB Interpretations
Plain-English interpretation of every Knowledge, Skill and Behaviour
EPA Preparation
End-point assessment readiness, gateway checklist and method guidance
Delivery Risks
Occupation-specific risks, mitigations and early warning signs
Delivery Model Options
Model-selection guide comparing day release, block release and front-loaded approaches
On/Off-the-Job Mapping
Which KSBs are best taught by the provider vs developed in the workplace
Initial Assessment & RPL
Starting points, prior learning recognition and programme adaptation
English, Maths & Digital
Where functional skills embed naturally and standalone qualification guidance
Employer Engagement Guide
Employer commitments, progress reviews and workplace engagement guidance
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English & Maths
English and maths qualifications must be completed in line with the apprenticeship funding rules .
Typical Job Titles
Knowledge, Skills & Behaviours
Knowledge
16- K1: Key principles of pension schemes or plans including the structure of pensions schemes or plans and the different roles ...
- K2: An awareness of the Regulatory and Compliance landscape for pensions and the impact of this on the role of pensions admi...
- K3: The difference between providing information, guidance and advice in regard to pensions.
- K4: Organisational business strategy, culture and how the role of the pensions administrator fits within this.
- K5: Their organisation's place within the pensions industry.
- + 11 more items
Skills
10- S1: Deliver expected customer service establishing customer needs, in line with the service standards and the regulatory fra...
- S2: Deliver pensions administrative tasks that meet required the quality standards as set out by the organisation.
- S3: Tailor the use of interpersonal skills and communication channels to meet the needs of stakeholders.
- S4: Work in a team and collaborate to support colleagues to achieve results such as meeting or exceeding service standards a...
- S5: Plan, manage and prioritise own workload effectively.
- + 5 more items
Behaviours
8- B1: Professional - Acts in a professional manner with integrity and confidentiality.
- B2: Accountability - Has accountability and ownership of their tasks and workload.
- B3: Commitment and Enthusiasm - Demonstrates enthusiasm and dedication. Willing to suggest or share new ideas and opportunit...
- B4: Adaptability - Works flexibly and adapts to circumstances, proactively responding to changes when necessary.
- B5: Collaborative - Works collaboratively with stakeholders and colleagues across the organisation.
- + 3 more items
Duties (14)
Provide customer service to pension scheme members or plan holders, in line with organisation standards and Service Level Agreements; treating each person fairly and providing a courteous, friendly, efficient, consistent and compliant service.
Communicate routine information to customers or pension scheme members or plan holders using various communication channels. Identify when a member requires an alternative or additional service and refer them through to the appropriate area.
Resolve pension queries and requests using standard letters and reference to procedures and develop knowledge of customers’ pension schemes or plans to support delivery.
Recognise and escalate potential problems or potential complaint cases in line with organisational procedures.
Calculate and process members’ benefits based on their entitlements under the rules of the pension scheme or plan and applicable regulations.
Ensure that all organisational procedures are followed when undertaking work for customers to ensure that processes are carried out effectively and efficiently
Contribute to continuous improvement activity within organisation to identify any areas where the service to customers, or internal procedures could be improved
Undertake, under supervision, elements of specialised technical and administrative pensions processes and procedures which require interpretation and judgement to achieve satisfactory and required outcomes.
Use digital systems to deliver accurate and efficient pensions administration activities safely and securely.
Manage customer, member and pension scheme or plan data and information safely and securely.
Monitor personal performance and workload to ensure compliance with team targets and support others within the organisation to ensure the Service Level Agreements (SLAs) are met. For example, ensure that cases are followed up on a timely basis and issues identified and resolved quickly especially where there is a risk that financial, or customer service standards may be breached.
Take responsibility for personal and professional development in line with organisational expectations.
Ensure communications are accurate, compliant with data legislation and secure, professional, and courteous and that complex technical issues are explained in clear, non-technical language.
Liaise with key stakeholders, for example Department of Work and Pensions, HMRC, The Pensions Regulator and the Information Commissioner.
End-Point Assessment
Assessment Plan
Type: HTML
Version & Source
- Version
- 1.2
- End-point assessment plan revised.
- Last changed
- 14 Mar 2025
- Earliest start
- 14 Mar 2025
- Approved for delivery
- 27 Aug 2015
- EQA Provider
- Ofqual
- Sector Subject Area
- 15.1 Accounting and finance
- Trailblazer
- TB0679
- Last checked
- 11 Mar 2026
Frequently Asked Questions
What knowledge, skills and behaviours are in the ST0187 standard?▼
The Pensions administrator apprenticeship has 16 knowledge items, 10 skills, and 8 behaviours that apprentices must demonstrate.
How long is the Pensions administrator apprenticeship?▼
The typical duration is 18 months, with a maximum funding band of £9,000.
What does a delivery guide for ST0187 include?▼
The KSB Planner delivery guide includes plain-English KSB interpretations, EPA preparation guidance, delivery risk analysis, on/off-the-job mapping, employer engagement strategies, and more — all tailored to ST0187.
Data sourced from Skills England. KSB Planner delivery guides are an interpretation and planning aid based on official published source material — not an official regulator-issued document.