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Copyright © 2026
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EQ 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
Provide frontline support services to all servicing teams within the Customer Services Division regarding the processing of illustrations, applications, policy alterations and general enquiries from Customers and Advisers, analysing and vetting information provided to ensure it complies with legislation, internal policies and procedures, identifying outstanding requirements, obtaining and applying funds and liaising with Advisers.
Core Duties and responsibilities:
Successful candidate will be responsible for the following duties:
Liaise with Customers and Advisers through various channels to ensure we are providing regular and accurate timely updates.
To identify task and correspondence type's setting up the appropriate action to ensure we complete the task within its allocated timeframe, including General Practitioner reports, chasing ceding schemes and managing tax treatment of our customer within our RTI system.
Identifying and escalating any risks to the customer or the business to your line manager with possible solutions to mitigate these risks/issues, including health and safety.
Providing administrative support to the servicing teams across a range of queries and products as required by the business.
Provide support to Advisers who have produced an illustration via an online portal or who wish us to undertake a Telephone Interview with the customer to obtain medical data to support the provision of a best rate bespoke illustration.
Understand our product offering in the context of the industry as a whole and talk confidently to our customers, whilst differentiating between regulatory and system constraints.
Undertaking quality checking and sampling and be able to give constructive feedback to your peers as required. Developing and maintaining current knowledge of the functionality, operation and application of internal systems sufficient to efficiently and effectively complete work assignments. The post holder will be required to work 37.5 hours a week between the hours of 9am-5pm. There may be an ad-hoc requirement to work weekends.
Skills attributes and behaviour:
Fluent in Italian is essential (understanding, speaking and writing)
Successful candidate should demonstrate the following skills and behaviour:
Demonstrable experience of working in a customer service focused environment.
Demonstrable experience of dealing effectively with challenging and concerned customers.
Demonstrable experience of producing information and documents to a high standard of presentation with a high level of accuracy.
Demonstrable experience of working effectively as part of a team.
Demonstrable experience of working in a fast paced office environment.
Basic IT skills, with experience of using Microsoft Word, Excel and Outlook.
Effective planning and organisational skills.
Effective numeracy and data analysing skills.
Fluent in one of the following languages: French.
Ability to demonstrate effective interpersonal skills, develop and sustain relationships with a wide range of individuals and within groups.
GCSE grade C or above, or equivalent, in Maths and English
You will be given the opportunity to expand your career prospects within a supportive team environment, and as part of a rapidly developing organisation.
This is a hybrid role with a minimum of 3 days a week required in the office.
(candidates can work from Caithness, Liverpool or Crawley offices)
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.
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. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks