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 and ad-hoc activities as determined by Team Leader
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
- Excellent Excel knowledge
- Able to work on own initiative
- Experience of working on and in part leading projects
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