Management Level
HEQ 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 Description:
Working in a busy office environment you will be given the opportunities to learn new skills. Our client base is varied and Includes Financial Services, Large Corporate and Third Sector Clients and through leveraging technology and innovation, Life and Pensions must deliver an excellent service across our diverse client base.
Core duties and responsibilities:
The successful candidate will be responsible for the following:
- Provide administration service to customers within the agreed Service Level Agreements and ensure excellent accuracy levels are maintained
- Meeting customer requirements and deadlines
- Adhere to the departments policies and procedures
- Resolving customer enquiries (oral and written)
- Drafting of non-standard correspondence in response to customer enquiries
- Collating and analysing data and produces routine reports
- Contribute and act as subject matter experts carrying out projects and ad-hoc activities, as determined by your Team Leader
- Ensure all work is conducted within the Regulatory requirements of the FCA and in line with the Treating Customers Fairly Principles and approach as outlined by the client.
- Identifies and implements process improvements in order to improve throughput and customer service.
- Provide on the job coaching and training to department colleagues.
- Take responsibility for own development and work towards professional qualifications appropriate to the job, within the agreed timescale.
- Work on own initiative and know when to escalate where necessary
- Contribute to audits (internal and external) as requested.
Skills, Attributes and Behaviour:
The successful candidate will demonstrate the following experience skills and behaviours:
- Good communication skills
- Strong desire to deliver exceptional customer service
- Attention to detail and capable of following defined processes and procedures
- The ability to develop positive and productive working relationships
- Computer literate with a willingness to learn a variety of systems
- Strong numeracy and literacy skills
- Previous experience in a Life & Pensions environment
What We Offer
- Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
- 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 29 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.
- Learning & Development – Investment in LinkedIn Learning for all colleagues.
#LI-PB1
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.
Skills Required
- Previous experience in a Life & Pensions environment
- Provide administration service to customers within agreed Service Level Agreements and maintain high accuracy
- Knowledge of FCA regulatory requirements and Treating Customers Fairly principles
- Good communication skills (oral and written) and ability to resolve customer enquiries
- Strong customer service orientation
- Attention to detail and ability to follow defined processes and procedures
- Computer literate with willingness to learn multiple systems
- Strong numeracy and literacy skills
- Ability to collate, analyse data and produce routine reports
- Ability to contribute to audits (internal and external)
- Ability to provide on-the-job coaching and training to colleagues
- Willingness to work towards professional qualifications appropriate to the job
Equiniti Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equiniti and has not been reviewed or approved by Equiniti.
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Fair & Transparent Compensation — Company materials describe a formal pay framework and living‑wage commitments that provide clearer expectations on levels and ranges. Some mid‑to‑senior roles are characterized as competitively paid relative to market.
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Retirement Support — UK roles are advertised with strong pension matching and access to a long‑term incentive plan, while U.S. roles commonly include a 401(k) and retirement planning options. These elements add meaningful long‑term value beyond base pay.
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Leave & Time Off Breadth — UK packages promote generous annual leave alongside volunteer days, and U.S. accounts describe substantial PTO in some positions. Time‑off offerings are a recurring strength that bolsters total rewards.
Equiniti Insights
What We Do
Our people and platforms engage customers with investments, connect businesses with markets, and enable organisations to grow. Our vision is to be a leading global share registrar and transfer agent, offering complementary services in pensions and remediation, to help our customers succeed.
