Customer Service Administrator

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

We are excited to be looking for a brand new team of Inbound Call Centre Agents. Based in our Liverpool City Centre office we provide excellent Customer Service to our customers all year round. Full training provided and supportive Team Managers to help you along the way.

We don’t want you to just give our customers an outstanding first impression, you are the perfect introduction to our long standing commitment to providing exceptional Customer Service. With the help of a dedicated training team you will be taught everything there is to know about this job as well as receiving ongoing support throughout your career at MyCSP.

Core Duties/Responsibilities

As an Enquiry Centre Pension Administrator you will be responsible for providing an outstanding, positive and memorable experience to every one of our customers, you will be expected to listen, deliver and care on every single interaction.

• Handle customer enquires across various channels, including telephone, written correspondence, email, social media, secure messages and web/live chat.
• Endeavour to provide a seamless and effortless experience to customers when dealing with complex queries.
• Ensure every time you interact with a customer you are determined to provide the customer with the best possible experience.
• Have the customer at the heart of everything you do.
• Be proud of the service that you offer and strive to do everything you can to help – be willing to go the extra mile.
• Take ownership of issues and see them through to resolution.
• Communicate in an open and honest way.
• Treat all customers and colleagues with respect.
• Treat all customers and colleagues as individuals.
• Understand that customers have different needs and some are vulnerable.
• Treat customers fairly.
• Pay attention and ensure that all requests are acted upon and all details are accurately recorded.
• Aim to resolve the customer’s query at first point of contact.
• Recognise when a customer needs to be assisted further by a senior colleague and escalate accordingly.
• Identify opportunities for improving the customer experience and ensure that you raise these through the customer improvement team evidencing the benefit to both our customers and the business.
• Have a want to support and mentor new members of staff through, buddying, floor walking and sharing best practice.
• Be willing to attend and participate in any training that is offered to you, to include up skills, external training and regulatory training.
• Complete all the necessary regulatory MyCSP learning modules within the stated time-frames and ensure that you apply these to your role.
• Don’t make false promises – do what you say you will do.
• Make it your mission to make a first impression that will be a lasting impression.
• Participate in team huddles.
• The ability to move and work on a variety of different product offerings

Skills, Capabilities and Attributes

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

• Enjoy interacting with people.
• Care about your customers and colleagues.
• Has a positive “can-do” attitude.
• Can demonstrate patience, empathy and compassion when required.
• Have good listening & communication skills.
• Have the ability to remain calm and professional in difficult and challenging situations.
• Can relate to your customers emotional needs.
• Listen to your customer (their expressions, behaviour and words used) to help identity when your customer is dissatisfied.
• Can be flexible when required.
• Reliability.
• You are a team player.
• Always striving to do the right thing.
• Applicants must have resided in UK for at least 5 years
• Treat people as you expect to be treated yourself.
• Be human and add a personal touch and ensure you identify every one of your customer’s individual needs.

What we offer:

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

Job Types: Full-time, Permanent

Salary: Up to £23,400.00 per year

Work Location: In person