Complaints Administrator

Management Level

H

Job Description

Business Division:

Business Function / Department:

Job Title: Complaints Administrator (Principle Process Executive)

Reporting to (Job Title):

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

To support and complaints department to ensure we respond to complaints in a timely and accurate manor. To ensure all complaints are logged, tracked and reported on.

Business Function

EQ Retirement Solutions are responsible for administering pensions and providing a complaints management service.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:  

• To monitor various work queues and log complaints in a timely and accurate manor
• Be able to review the nature of the complaint and summarise within the system including accurate complaint reasons codes   
• To report daily on Work in Progress (WIP) and highlight any upcoming service levels
• To generate complaint acknowledgement correspondence within 5 days of receipt
• To generate work items in the system to gather essential information to allow Complaint Officers to work a complaint
• To work with the various departments within EQ to ensure we get a timely and thorough response to work items
• Process Ex-Gracia payment in a timely and accurately manor
• Support the Complaints Officers in admin tasks such as sending letters via Doc Mail, our mail fulfilment provider, collating timelines and tracking escalations.
• Support the Complaints Team Manager in producing Monthly reports
• When appropriate, listen to any calls in relation to the complaint/timeline and summarise the outcome within the timeline/investigation .
• Oversee the tracking of feedback to call centre agents/complaint administrators who require training/feedback (CAPA Process)
• Working collaboratively and in partnership with stakeholders using their knowledge and understanding of FCA (Financial Conduct Authority) complaints handling, pensions and related issues
• Contribute towards the quality and compliance process – reporting on DISP breaches, following pre-agreed processes, in a timely and accurate manor.

Skills, Capabilities and Attributes

 The successful candidate will demonstrate the following experience, skills and behaviours:

Essential

• Complaint Administration Experience/Knowledge
• Excellent knowledge and skills with Microsoft products including Excel, Powerpoint
• Completion of targeted work and to the required level of accuracy
• Working well within teams and supporting colleagues
• Professional communication in both written and oral forms
• Identify own training needs
• Numerate, articulate, excellent attention to detail, good grammatical skills and able to present complex information in plain English
• Experience of dealing with stakeholder groups/external organisations
• Analytical thinker with an enquiring mind
• Knowledge of Consumer Duty- able to recognise a Vulnerable Customer

Desirable

• Pensions experience.  
• A good working knowledge of pensions administration software.

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:

• 31 days + 9 bank holidays (UK)
• Comprehensive Medical Assurance cover
• Two-way cab transport for staff working in UK & US shift
• Maternity leave of 6 months full pay, 10days paid paternity leave
• Accidental & Life cover 3 times of concerned CTC

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.