Complaint Administrator

Equiniti Trust Company, LLC; Liverpool; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading retirement solutions provider based in Liverpool is seeking a Complaint Administrator. The successful candidate will be responsible for managing complex complaints from various stakeholders including members and regulatory bodies. Essential skills include prior complaint handling experience, attention to detail, and effective communication. This full-time position demands a collaborative approach and proficiency in pensions administration software, contributing to delivering quality and compliance in services.

Qualifications

• Experience in handling complex complaints from various stakeholders including FCA and FOS.
• Articulate and able to present complex information in simple terms.
• Good grammatical skills and numeracy.

Responsibilities

• Resolve high-level complex complaints from various stakeholders.
• Work collaboratively with teams and stakeholders.
• Contribute to quality and compliance processes.

Skills

Prior complaint handling experience

Excellent attention to detail

Stakeholder management

Analytical thinking

Tools

Pensions administration software

Job description

Complaint Administrator page is loaded## Complaint Administratorlocations: Liverpool - City Square (My CSP)time type: Full timeposted on: Posted Todayjob requisition id: R16505Management LevelHEQ 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.R16505We 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.Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.