The posting
Management Level
H
EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.
Role Summary 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. Working as part of our Pensions Administration Team, the successful candidate will have a minimum of 3 years pension experience and will undertake a wide range of activities
Department Information Pension operations must deliver an excellent service across our diverse client base that is in line with strict client contractual and regulatory requirements, as well as protecting the commercial interests of Equiniti. Our Pensions Administration teams are responsible for keeping accurate and compliant pension records for our clients and pension scheme members. We hold records for about 20% of all pensions in the UK, and we need to make sure we get it right first time. successful candidate will be responsible for the following:
Core Duties/Responsibilities
The 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 in the team leader’s absence.
- Identifying process improvements in immediate area of work responsibility and in the wider Equiniti environment to support continuous improvement across the business.
- Overseeing and checking the work of less experienced Team members
- Coaching and supporting colleagues with technical guidance and identify team members training needs
- Be a point of referral for complex/sensitive queries
- Work allocation within the team
- Carrying out projects/ ad-hoc activities as determined by Team Leader- This may include annual Pension Increase exercise/ Scheme Audit support/ Event Reporting
- Assisting the Team Leader by deputising as required to attend meetings, lead huddles and complete return to work meetings in Team Leader’s absence.
- Point of contact for any customer call-backs that the CEC are unable to deal with.
- Act as appoint of contact for the client/operations manager, if Team Manager is unavailable.
Skills, Capabilities and Attributes
The 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
- A minimum of 3 years Defined Contributions Pensions Knowledge
- Able to work on own initiative
- Experience of working on and in part leading projects
What We Offer
- Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
- Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
- Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
- Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
- Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
- Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
- Learning & Development – Investment in LinkedIn Learning for all colleagues.
Equal Opportunity Statement
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.
