Management Level

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 strong administration experience to join a small EQ Retirement Solutions 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. EQ Retirement Solutions 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.

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 29 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.