Customer Resolution Adviser

Management Level

H

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

Support operational departments to identify and resolve complaints quickly and effectively in line with Financial Conduct Authority regulatory requirements. Provide a professional service to our customers conducting an investigation which results in a fair outcome for customer complaint escalations in relation to both regulated and non-regulated business operation activities. Where possible resolve complaints within 3 days after day of receipt.  Drive key improvements necessary to resolve root cause issues across the business to ensure the avoidance of repeat complaints.  

Core Duties/Responsibilities

The successful candidate will be responsible for the following: 

• Investigate and resolve customer complaints received via multiple channels. 
• Has working knowledge and experience and multiple skills to reach a fair resolution for the customer.   
• Liaise with operational areas and third parties to enable the resolution of customer complaints.  This includes using prescribed guidelines or policies to analyse and resolve problems.  Direct contact with the Clients, Customers or professional bodies to discuss customer issues and achieve a resolution. 
• Work constructively with complex products and operational areas and propose improvements to processes.   
• Has working knowledge and experience and multiple skills to reach a fair resolution for the customer.   
• Maintain accurate complaint data for reporting to business and professional bodies including the regulators. 
• Advanced and specialised knowledge to investigate and establish the root cause of the complaint and ideas of improvement.  The expert knowledge and ability to identify breaches and report to the business and the regulators. 
• Meet individual customer needs and liaise with them via their preferred method (telephone, e-mail, letter) and regularly update them on their complaint progress, resolving their complaint effectively and efficiently whilst reaching a fair outcome and adhering to the FCA principles and company’s Standard Operating Practices. 

• Working within strict procedural and regulatory guidelines 

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Skills, Capabilities and Attributes

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

• Have a knowledge of financial products and thorough understanding of FCA and FOS requirements.  
• Strong Microsoft office skills 
• Excellent oral and written communication skills, thinking pragmatically 
• Working knowledge and experience to be able to prioritise workload and work to challenging deadlines 
• Client service focused: strong desire to provide exceptional service, using empathy and problem solving skills 
• Takes accountability for workload and able to prioritise with pace and flexibility to meet targets and see cases through to resolution 
• Being approachable and collaborative, focused on accuracy and strong attention to detail 
• Preferably experience handling customer enquiries across a wide range of products and systems 
• Strong interpersonal and influencing skills, understanding difference perspectives 
• Tenacity and assertiveness to escalate issues appropriately to achieve a timely response/agreed outcome   
• Being personally accountable for getting the detail right 

Equal Opportunity Statement

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.