Call Handler and Administrator

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.

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.