Complaint Administrator

Management Level

EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.

Role Summary

To provide timely and accurate complaint responses.

Resolve a variety of high-level complex complaints from Members, Representatives, Actuaries, Trustees, Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS) and The Pensions Ombudsman (TPO).

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.

• 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

• Prior complaint handling experience.

• 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.

Desirable

• Pensions experience.  

• A good working knowledge of pensions administration software.

R16505

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.