Core Duties/Responsibilities:

Guiding customers through the initial stages of their retirement journey over the telephone.
Provide frontline support by dealing with customer/ 3rd party queries via the telephone or in writing.
Establishing the customer’s needs, explaining the options available to them and providing any risk warnings to ensure the customer understands the implications of the choices they can make.
Provision of administration service to customers as per Service Level Agreements.
To complete/ check casework and provide feedback to other members of the team & management.
Monitoring and logging incoming work requests.
Drafting of correspondence in response to customer enquiries.
Ensure all work is conducted within the Regulatory frameworks and in line with the Treating Customers Fairly principles and approaches. Whilst also adhering to the department/client policies and procedures/ quality standards.
Throughout the process providing excellent service to customers within the agreed Service Level Agreements and ensure excellent accuracy levels are maintained.

Skills Knowledge & Experience

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

Strong understanding of UK pension products and retirement options
Excellent communication skills – both written and verbal
Delivering exceptional customer service
Attention to detail and ability to follow defined processes and procedures
They can develop positive and productive relationships with customers and clients
Computer literate with a willingness to learn a variety of systems
Strong numeracy and literacy skills

What We Offer

Save For Your Future – Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
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.
Training – Full paid training will be provided for the role
Equipment – all IT equipment will be provided for you to work from hom

Job Types: Full-time, Permanent

Salary: £25,000.00-£26,000.00 per year

Schedule:

Work Location: Remote

Reference ID: R8964

Equiniti Hiring for Telephony Based Administrator Full Time

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