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Complaints Administrator
Equiniti
posted 5mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
Role Summary
To support and complaints department to ensure we respond to complaints in a timely and accurate manor. To ensure all complaints are logged, tracked and reported on.
Business Function
EQ Retirement Solutions are responsible for administering pensions and providing a complaints management service.
Core Duties/Responsibilities
The successful candidate will be responsible for the following:
- To monitor various work queues and log complaints in a timely and accurate manor
- Be able to review the nature of the complaint and summarise within the system including accurate complaint reasons codes
- To report daily on Work in Progress (WIP) and highlight any upcoming service levels
- To generate complaint acknowledgement correspondence within 5 days of receipt
- To generate work items in the system to gather essential information to allow Complaint Officers to work a complaint
- To work with the various departments within EQ to ensure we get a timely and thorough response to work items
- Process Ex-Gracia payment in a timely and accurately manor
- Support the Complaints Officers in admin tasks such as sending letters via Doc Mail, our mail fulfilment provider, collating timelines and tracking escalations.
- Support the Complaints Team Manager in producing Monthly reports
- When appropriate, listen to any calls in relation to the complaint/timeline and summarise the outcome within the timeline/investigation .
- Oversee the tracking of feedback to call centre agents/complaint administrators who require training/feedback (CAPA Process)
- Working collaboratively and in partnership with stakeholders using their knowledge and understanding of FCA (Financial Conduct Authority) complaints handling, pensions and related issues
- Contribute towards the quality and compliance process - reporting on DISP breaches, following pre-agreed processes, in a timely and accurate manor.
Skills, Capabilities and Attributes
The successful candidate will demonstrate the following experience, skills and behaviours:
Essential
- Complaint Administration Experience/Knowledge
- Excellent knowledge and skills with Microsoft products including Excel, Powerpoint
- 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
- 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
- Knowledge of Consumer Duty- able to recognise a Vulnerable Customer
Desirable
- Pensions experience.
- A good working knowledge of pensions administration software.
Employment Type: Full Time, Permanent
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What people at Equiniti are saying
Administrator salary at Equiniti
reported by
1
employee
₹2.7
L/yr - ₹3.5
L/yr
37%
less
than the average Administrator Salary in India
View more details
What Equiniti employees are saying about work life
based on 351 employees
Strict timing
Monday to Friday
No travel
Day Shift
Equiniti Benefits
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