Complaints Administrator

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
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Desirable

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