Complaint Officer

Job Description

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

To provide timely and accurate complaint responses and Internal Dispute Resolution (IDR).

Resolve a variety of high-level complex complaints from Members, Representatives, Actuaries, Trustees, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS) and The Pensions Ombudsman (TPO).

Business Function

EQPaymaster is responsible for administering pensions and providing a complaints management service.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Working collaboratively and in partnership with stakeholders using their knowledge and understanding of complaints handling, pensions and related issues.
• Establishing effective working relationships with key personnel.
• May act as a Lead.
• Coordinating and facilitating the work of others.
• Contribute towards the quality and compliance process, through the checking of casework where appropriate.
• Identifying key issues and patterns from data
• Completion of targeted work and to the required level of accuracy.
• Working well within teams and supporting colleagues.
• Professional communication in both written and oral forms.
• Identify own training needs.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviours:

Essential

• Complaint handling/IDR experience.
• Numerate, articulate, excellent attention to detail, good grammatical skills and able to present complex information in plain English.
• Able to persuade and influence others to achieve agreed objectives.
• Experience of dealing with stakeholder groups/external organisations.
• Analytical thinker with an enquiring mind.
• Advanced and specialised expertise developed through job related training and work experience

Desirable

• Pensions experience.
• A good working knowledge of pensions administration software.

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.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks