This is a fantastic opportunity for a candidate with exceptional administration and service skills and experience. You will be working with clients on a day to day basis, assisting and supporting them with highly confidential and potentially complex queries regarding their pension administration.
Equiniti is committed to promoting from within our business and for driven and ambitious candidates future roles may include team leadership or more strategic operations roles across our business sectors.
Our Operations function is the engine room of our delivery capability to our clients for all of our Divisions; Pensions Solutions, Shareholder Services and Commercial Solutions.
Group Operations has a headcount of 1500 FTE covering 22 locations in the UK and includes contact centre capability, payment processing and complex transactional and administration functions.
Our Operations teams must deliver a service to our clients that is in line with strict client contractual and regulatory requirements, as well as protecting the commercial interests of Equiniti.
Our client base is varied and includes Financial Services, Large Corporate and Public and Third Sector clients, and through leveraging technology and innovation, Operations must deliver an excellent service across our diverse client base.
Core Duties / Responsibilities
Successful candidate will be responsible for the following : Provision of administration service including calculation of member benefits to customers as per Service Level Agreements Maintenance of up to date filing and records for department, checking the integrity of customer data Processing of a wide range of routine and non-
routine documentation within defined procedures Resolving customer enquiries (oral and written) based on competent working knowledge of the customer requirements and case history Drafting of non-
standard correspondence in response to customer enquiries Inputting customer details and accesses customer information Collating and analysing data and produces routine reports, schedules and summaries in order to update customer records, resolves customer queries Identifying process improvements in immediate area of work responsibility in order to improve throughput and customer service Carrying out projects and ad-
hoc activities as determined by Team Leader
Skills, Capabilities and Attributes
Successful candidate will demonstrate the following skills and behaviours : Excellent attention to detail and capable of following defined processes and procedures Superior communication skills : written and oral Strong desire to deliver exceptional customer service Proven track record of quality, timely delivery Excellent ability to develop positive and productive working relationships Good IT skills and a willingness and aptitude to learn a variety of systems Whilst previous pensions experience is desirable, it is not essential We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.