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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
This is a fantastic opportunity for a candidate with strong administration experience to join a small Equiniti team. 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 records, 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
Skills, Capabilities and Attributes
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).
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).
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.
Motivate others to meet and exceed customer service standards by creating the right working environment and relationships.
Belief
Champions collaboration across the business for the benefit of Clients and Customers.
Maintains their motivation and commitment, despite changes in direction.
Consistently demonstrates the Equiniti Group Values, even under pressure.
People
Acts as a role model to others.
Positive, enthusiastic and supportive of others.
Promotes teamwork and works effectively with others to achieve own and wider business goals.
Leads in sharing good practice, knowledge and experience with others.
Embraces challenges and responds quickly and positively to change.
Is receptive, flexible and resilient.
Adopts personal style to suit the situation and needs of others.
Excellence
Passionate about delivering service excellence and putting the Client / Customer first.
Works hard to get it right first time and keep promises and commitments to others.
Pro-actively takes actions and works with others to enhance our performance and reputation.
Takes ownership for problems and finds solutions.
Constantly searches for opportunities to add value and reduce costs for the Business and Clients.
Continuously learns and improves from experience and shares this with others.
Involves and leverages knowledge of others in decision making and problem solving.
Makes decisions by evaluating options and uses commercial and market awareness to make appropriate recommendations.
Effective use of own time and commits to realistic deadlines
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