Equiniti

Complaints Call Handler You'll be required to work full-time in the office during the initial training and accreditation period. Once signed off, the role will move to a hybrid working model. Rate: 150 per day via umbrella, increasing to 165 per day following successful completion of training and accreditation Hours: 37.5 hours per week, Monday to Friday between 8:30am and 6:30pm Duration: Until December 2026, with strong potential for extension About the Role We are seeking experienced and customer-focused Call Handlers to join a busy Complaints Team within a leading financial services organisation based in Cardiff. This role is ideal for individuals who enjoy engaging with customers, investigating issues, and delivering fair and effective resolutions. Working in a regulated environment, you will be the first point of contact for customers wishing to raise a complaint or discuss an existing case. You'll play a vital role in gathering detailed information, managing customer expectations, and ensuring accurate records are maintained throughout the complaints process. This is an excellent opportunity to gain exposure to complex complaints handling, develop your understanding of financial products and regulations, and build valuable experience within a highly respected organisation. Key Responsibilities Take ownership of inbound complaint calls and enquiries from customers Provide updates on existing complaint cases and manage customer expectations throughout the process Handle approximately 20-30 detailed calls per day, ensuring a high level of professionalism and empathy Accurately record customer interactions and complaint details on internal systems Review information provided by customers and identify any additional evidence required Liaise with third parties and internal departments to gather information and support investigations Ensure all complaint information is captured accurately and in line with regulatory requirements Manage customer queries through to resolution, escalating where appropriate Maintain clear and professional communication with customers and stakeholders at all times Support the wider complaints team in meeting service level agreements and quality standards What We're Looking For Previous experience within a complaints, or case handling environment Experience within financial services, banking, insurance, pensions, or other regulated industries is highly desirable Strong understanding of treating customers fairly and delivering excellent customer outcomes Excellent verbal and written communication skills Ability to build rapport and gather key information confidently over the telephone Strong listening and questioning skills with a professional and empathetic approach Excellent attention to detail and accuracy when recording information Effective organisational and time-management skills Ability to manage multiple priorities in a fast-paced environment Competent IT skills and experience using customer management systems If you think this is the opportunity for you, apply now. Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. We are committed to equality of opportunity for all hires 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.

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. Core Duties/Responsibilities The Pensions Systems Analyst is responsible for software configuration to internal and external clients. Key aspects of the role are to: Undertake an analysis of pension's requirements from an outline of user requirements, or from a more detailed feasibility study. Agree the scope of work when undertaking a pension's analysis task and to provide accurate estimates to the relevant Project Manager for the work to be included. Develop and maintain Pension Scheme calculations across a range of products. Analyse Clients Pension Scheme data and establish data cleanse and data migration specifications (inclusive of data mapping). Define, configure, test, implement and maintain specific pension's elements across the whole suite of the Company's software. Continuously develop a professional, technical and commercially aware approach. Requirements Definition Undertake analysis on new pensions projects and/or enhancements to existing projects. Analyse changes and enhancements to client's pensions schemes by taking a view of their impact on the company's software as installed for the client. Liaise with clients to define pension calculation related processes using company utilities and techniques. Analyse Clients Pension Scheme data and establish data cleanse and data migration specifications (inclusive of data mapping). Skills, Knowledge & Experience Skills & Knowledge Administration of DB and / or DC Pensions Schemes. Good working Knowledge of UK Pensions Legislation and/or Actuarial (part) qualified. Ability to perform scheme calculations manually (supported by appropriate tools). Technical/Software development aptitude & ability. Capability to understand Pencalc, Workbench applications and supporting Data Model / Migration Tools. Knowledge of SQL / Oracle preferred. Qualifications & Experience Relevant qualifications in the Pensions & Actuarial Industry desirable (e.g. Pensions Management Institute Certification). UML Certification via ITSQB/ISEB or OMG desirable but not essential. Experience in the Pensions Industry, either as a Scheme Administrator or Business Analyst experienced in capturing requirements for Pensions IT Projects. Demonstrable software development capability. Demonstrate commercial awareness & operational efficiencies/income generation in current role. Essential Qualities Be approachable and responsive to colleagues and users and have an open-minded and constructive approach to problem solving. Demonstrate effective and probing appraisal of situations. To consult with relevant parties in resolving issues. Be self-motivated, demonstrating tenacity and objectivity in problem solving to get the job done effectively. What We Offer Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10% All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit. 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