Call Handler and Administrator Crawley, West Sussex, South East England, England
Equiniti
Full Time
Crawley, West Sussex, South East England, England
27174 - 32303 GBP ANNUAL Today
Job description
Management Level
I
Job Description
Equiniti is a leading provider of technology and solutions for complex administration and payments. Our technology platforms and solutions are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and other financial services. We have 1,700 clients, make £90 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 20% of all pension scheme members in the UK, and provide services which touch 27 million consumers.
We employ 4,000 people in the UK and India and our average length of service of our employees is 10 years. Equiniti is listed on the main market of the London Stock Exchange.
Equiniti is a rapidly changing, ambitious and dynamic business and we look to employ people who, like us, put the customer at the heart of everything they do. Over the last 7 years we have made 16 acquisitions to create an exciting organisation which focuses on innovation and technology.
Role Summary
The post holder will provide an efficient, accurate and friendly service to all customer’s within the division. The role will be primarily taking telephone calls but also using other methods of communication. The services cover a wide range of general enquiries. There will also be some administration required in this role. The post holder will need to learn and understand Data Protection processes and ensure compliance with Pension legislation and regulatory requirements.
Core Duties/Responsibilities
The successful candidate will be responsible for the following:
- Provide frontline support services to the servicing teams within the Customer Services Division
- To identify work requests and correspondence type’s setting them up correctly to ensure we complete the task within its allocated timeframe.
- To be able to deal confidently with complaints that are received via telephone and understand the importance of your part in dealing with the issue being raised.
- Work well as part of a team being supportive and flexible to ensure all telephone service level requirements are achieved.
- Identifying and escalating any risks to the customer or the business to your line manager with possible solutions to mitigate these risks/issues, including health and safety.
- Working on administrative tasks and mailboxes to support the wider division achieve or service standards.
- Understand our product and be able to provide support and guidance to our callers showing understanding and empathy.
- Undertaking quality checking and sampling and be able to give constructive feedback to your peers as required.
- Developing and maintaining current knowledge of the functionality, operation and application of internal systems sufficient to efficiently and effectively complete work assignments.
- Apply information security in accordance with the established policies and procedures of the organization
The post holder will be required to work 37.5 hours a week and participate in a shift rota between the hours of 8am-6pm Monday – Friday.
Skills, Knowledge & Experience
The successful candidate will demonstrate the following experience, skills and behaviours:
Experience:
- Demonstrable experience of working in a customer service focused environment.
- Demonstrable experience of dealing effectively with challenging and concerned customers.
- Demonstrable experience of producing information and documents to a high standard of presentation with a high level of accuracy.
- Demonstrable experience of working effectively as part of a team.
- Demonstrable experience of working in a fast paced office environment.
Skills:
- Basic IT skills, with experience of using Microsoft Word, Excel and Outlook.
- Effective planning and organisational skills.
- Effective numeracy and data analysing skills.
Behaviours:
- Ability to demonstrate effective interpersonal skills, develop and sustain relationships with a wide range of individuals and within groups.
Qualifications:
- GCSE grade C or above, or equivalent, in Maths and English
Additional requirements
- Additional security clearance is required when working on this pension scheme.
- UK Nationals only.
EQ 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:
- 28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
- A cash payment annually towards flexible benefits, e.g. dental insurance, gym membership, the above extra holiday etc.
- 4 x Life Assurance.
- Company sick pay (2 months full pay, 2 months half, following probation).
- Matched pension scheme (e.g. you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
- Discounts with major retailers (EQ Wins).
- Maternity or adoption leave of 3 months full pay, with return to work bonus / 2 weeks paid paternity leave.
In Return
You will be given the opportunity to expand your career prospects within a supportive team environment, and as part of a rapidly developing organisation.
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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.
