Equiniti is a leading provider of technology and solutions for complex and regulated administration and payments. Our technology platforms are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and other financial services. We have 1,700 clients, make £160 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 8 million pension scheme members, and provide services which touch 28 million customers. Over a third of the UK population has dealt with Equiniti at some point during their lives.
Equiniti is a company that has been built with strong values at the very core of our offering. Dealing with some of the most successful companies and government agencies in the UK, excellence, integrity, professionalism, partnership, commercial and innovation are therefore at the heart of everything we do. We employ c.5000 people in the UK, India, Poland and the US.
Role Summary
This is a fantastic opportunity for a candidate with strong administration experience to join a small Equiniti team based in Crawley. 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.
Core Duties/Responsibilities
The successful candidate will be responsible for the following:
Provision of administration service to customers as per SLA
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
Provision of technical guidance to other team members
Identifying and implementing process improvements in immediate area of work responsibility in order to improve throughput and customer service
Provision of on-the-job coaching to department colleagues
Carrying out projects and ad-hoc activities as determined by the Team Leader
Skills, Knowledge & Experience
The successful candidate will demonstrate the following experience skills and behaviours:
Core Competencies
Pensions experience is required (ideally Defined Benefit but not essential)
Excellent attention to detail and capable of following defined processes and procedures
Superior communication skills
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
Previous experience working in financial services would be preferable
Core Values & Behaviours
Trust
Acts with integrity and high personal standards in dealings with others.
Treats others with respect, openness, honesty and fairness (empathy).
Says what they mean; walks the talk.
Accepts responsibility rather than apportioning blame.
Creates the right blend of support and challenge - for self and others.
Maintains the organisation's reputation for high standards of business conduct.
Client Focus
Adds values and builds true partnerships.
Effectively manages expectations to achieve a positive outcome.
Takes personal responsibility for the performance of the Client relationships.
Makes a strong positive impact and professional impression.
Builds effective networks (internally and externally).
Effectively communicates with Clients and key stakeholders.
Manages, maintains and promotes each relationship to deliver added value solutions and maximise growth potential.
Probes facts and opinions to determine underlying needs and expectations to find out what Clients/Customer's really need today and identify future requirements.
Pro-actively manages all stakeholders throughout contract renewal and tender processes.
Motivate others to meet and exceed customer service standards by creating the right working environment and relationships.
EQ Benefits
Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:
28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
A cash payment annually towards flexible benefits, e.g. dental insurance, gym membership, the above extra holiday etc.
4 x Life Assurance.
Company sick pay (2 months full pay, 2 months half, following probation).
Matched pension scheme (e.g. you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
Discounts with major retailers (EQ Wins).
Maternity or adoption leave of 3 months full pay, with return to work bonus / 2 weeks paid paternity leave.
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