Lead Support Consultant | London, UK

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.

The Lead Support Consultant plays a pivotal role in ensuring an exceptional experience for clients using Equiniti Customer Resolutions' (EQCR) workflow management technology. This role focuses on coordinating the Support function, managing and resolving platform incidents, supporting ticket management processes, collaborating with internal teams, and delivering oversight through effective dashboards and reporting.

EQCR delivers technology solutions designed primarily for case management and workflow in the customer resolutions space (e.g., complaints and remediation), but the platform is also used for a variety of other applications. This dynamic position suits a proactive, resourceful individual with strong communication skills who enjoys client-facing work and hands-on technical troubleshooting. You must be comfortable working across various business areas and engaging with senior stakeholders. Familiarity with cloud hosting environments (such as Azure or AWS) is important, as performance, scalability, and availability are critical considerations.

The ideal candidate will have experience in application support roles, preferably leading a support function with strong diagnostic capabilities, a deep understanding of software delivery and infrastructure, and the ability to thrive in a fast-paced, client-focused environment.

• Lead and actively support a team of Support Analysts and Application Support Consultants, ensuring timely resolution of client issues while personally handling key incidents as required.
• Provide detailed analysis of incidents to inform continuous improvement and root cause analysis.
• Collaborate with Consulting and Implementations management teams to ensure effective product configurations that meet client needs.
• Deliver timely, accurate reporting on KPIs, work in progress, root cause analysis, team deliverables, and support backlog.
• Act as a lead point of escalation for critical client issues.
• Identify and implement best practices to support the long-term success of the business.
• Engage with client and internal stakeholders to ensure the platform continues to align with evolving business needs.
• Support the EQCR Consulting and Implementations management team with the broader delivery portfolio.
• Plan and manage your own workload and goals in alignment with wider business priorities.
• Be available for occasional travel to client meetings or internal workshops as required.

Skills, Capabilities and Attributes:

• Strong experience in application support and technical consulting roles.
• Strong understanding of software development, deployment practices, and cloud hosting (Azure or AWS).
• Experience managing cloud infrastructure (Azure or AWS), with a focus on performance, scalability, and security.
• Experience diagnosing and resolving technical application issues.
• Analytical and continuous improvement mindset with strong attention to detail.
• Excellent communication skills, able to engage confidently with clients and internal stakeholders.
• Skilled in working independently and collaboratively within cross-functional teams.
• Strong reporting, analysis, and planning capabilities.
• Self-motivated, agile, and responsive to changing priorities.
• Comfortable liaising between technical teams and business users, translating requirements and issues clearly.
• Confident communicator with the ability to adapt communication styles across all levels of an organization.

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 enhanced 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 28 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.