Contract and Relationship Manager

Equiniti; Crawley; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Pension plan

Employee Assistance Programme

Life assurance (4x salary)

Discounts and cashback

Flexible benefits

29 days holiday + bank holidays

Volunteer days

Job summary

Equiniti Retirement Solutions in the United Kingdom is seeking a proactive Relationship Manager to act as the main day-to-day contact for clients, coordinating across teams to ensure BAU service delivery and accurate documentation. The role supports invoicing, debt management and contract renewals while aiming to exceed client expectations.

The successful candidate will monitor performance using reporting tools such as Power BI, maintain client accounts, and contribute to opportunities that

Qualifications

• Experience in a client-facing role with effective relationship management.
• Attention to detail and strong planning and execution skills.
• Proven ability to deliver high-quality service to clients.

Responsibilities

• Act as the primary day-to-day contact for client administrative services and BAU delivery.
• Monitor BAU performance and ensure service requirements are met.
• Support invoicing, debt management and contract renewals with Client Directors.

Skills

Client facing

Relationship management

Invoicing

Contract renewals

Reporting

Microsoft Office

Power BI

Communication skills

Organisational skills

Time management

Tools

Power BI

Microsoft Office

Job description

Management LevelFEQ 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 SummaryAs a Relationship Manager at EQ Retirement Solutions, you will play a pivotal role in delivering exceptional service to our clients by acting as their primary day‑to‑day contact for administrative and BAU service delivery. You will ensure a seamless client experience by coordinating activity across internal teams, resolving issues promptly, and maintaining accurate and accessible client documentation. Working closely with Client Directors, you will support financial processes such as invoicing, debt management, and contract renewals, while also helping to identify opportunities that contribute to the achievement of client and business targets.In this role, you will use performance monitoring tools to track service delivery, manage client requests, and ensure actions are completed in line with contractual, regulatory, and business requirements. This is an excellent opportunity for someone who thrives in a client‑facing environment, enjoys building strong working relationships, and is committed to delivering high‑quality outcomes.Core Duties/ResponsibilitiesThe successful candidate will be responsible for the following:Act as the primary day‑to‑day contact for clients regarding administrative services and the monitoring of BAU service delivery.Monitor BAU performance and ensure service requirements are consistently met.Escalate client issues to the Client Director or Head of Client as appropriate.Work with relevant internal teams to produce reports on BAU and administrative service performance.Maintain a central repository of all client documentation, ensuring it is accurate, up‑to‑date, and accessible to the client team.Arrange and attend operational client meetings, document actions clearly, and maintain an accurate actions log.Contribute to financial client targets by supporting the identification of opportunities and helping ensure margin is achieved.Manage the issue and sign‑off of invoices for BAU and project work, involving the Client Director when required.Maintain and update Client Account Plans to reflect current activity, opportunities, and risks.Follow up on aged debt and work directly with clients to arrange timely payment.Support the Client Director with contract renewals and related documentation.Use client contracts to monitor contractual delivery and identify requests that fall outside contracted service requirements.Use monitoring tools, including Power BI, to track service positions and ensure appropriate actions are taken.Raise additional client requests outside of plan through the agreed front‑door process and work with internal teams to ensure these work requests are completed.Maintain a strong working knowledge of scheme details and administrative processes to effectively support client needs.Ensure all client communication regarding breaches is managed in line with legislative and business requirements.The duties and responsibilities outlined above are to be regarded as broad areas of responsibility and do not necessarily detail all tasks which the post holder may be required to perform.Skills, Capabilities and AttributesThe successful candidate will demonstrate the following experience, skills and behaviours:Previous experience in a client facing role with experience of effective relationship managementExceptional attention to detail and a thorough approach to planning and implementationProven experience of delivering excellence in response to high client expectationsExperience of successfully working in a matrix product structure would be advantageous.Proactive and highly motivatedVery high degree of personal integrityStrong attention to details and organisation skillsStrong internal and external communication skills, verbal and written.Flexible attitude and willingness to adapt with the business.Excellent IT skills, especially knowledge of core Microsoft Office applicationsAbility to organise own work, planning and time management.Ability to work calmly under pressure and prioritising and delivering to tight timeframes.What We OfferSave 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.Equal Opportunity StatementWe 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.