Access Resolutions and Complaints Hub Administrator Part Time

Liverpool, Merseyside
Equiniti

Business Division: RISE division

Business Function / Department: Access Resolutions and Complaints Hub (ARCH)

Job Title: ARCH administrator

Reporting to (Job Title): Emma Keegan (Team Manager)

Date: 21/11/2023

Access Resolutions and Complaint Hub Administrator

Job Description

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 provide timely and accurate complaint responses.

Resolve a variety of high-level complex complaints from Members, Representatives, key Stakeholders, and The Pensions Ombudsman (TPO).

To support the ARCH team in providing IDR determinations and fulfilling data requests.

Business Function

EQPaymaster and MyCSP are responsible for administering pensions and providing a complaints management service.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Working collaboratively and in partnership with stakeholders using their knowledge and understanding of complaints handling, pensions and related issues.
• Contribute towards the quality and compliance process, through the checking of casework where appropriate.
• 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.

Skills, Capabilities and Attributes

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

Essential

• Complaint handling/IDR/SAR experience.
• Numerate, articulate, excellent attention to detail, good grammatical skills and able to present complex information in plain English.
• Able to persuade and influence others to achieve agreed objectives.
• Experience of dealing with stakeholder groups/external organisations.
• Analytical thinker with an enquiring mind.

Desirable

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

MyCSP Benefits

Being a permanent member of the team at MyCSP, you will be rewarded by our company benefits, these are just a few of what is on offer and just one aspect of what makes us a unique employer.

• 28 days holiday + Bank Holidays
• Performance related bonus
• Eye Care Vouchers
• Life Assurance
• MyCSP Discount- 7.5% off major retailers
• Annual Dividend

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