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Job description

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:

• 8 hour shift
• No weekends

Work Location: Remote

Reference ID: R8964