Client Relationship & Contracts Manager in Crawley

EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 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.

As 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. With a strong understanding of client contracts and scheme details, you will ensure services are delivered accurately and consistently. 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/Responsibilities

• 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 Attributes

• Previous experience in a client‑facing role with experience of effective relationship management.
• Exceptional attention to detail and a thorough approach to planning and implementation.
• Proven experience of delivering excellence in response to high client expectations.
• Experience of successfully working in a matrix product structure would be advantageous.
• Proactive and highly motivated.
• Very high degree of personal integrity.
• Strong attention to details and organisational skills.
• Strong 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 applications.
• Ability to organise own work, planning and time management.
• Ability to work calmly under pressure and prioritising and delivering to tight timeframes.

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 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 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.