Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- Customer Service Executive delivering service experience to customers and advisers at a savings and investments firm. Balances administrative tasks and customer communication in a hybrid role.
Responsibilities
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls.
- To achieve and attain competency in accordance with the T&C Governance scheme.
- Case management and ownership in handling general customer/advisor enquiries and requests.
- To provide accurate and straight forward information to our customers via the most appropriate channel (telephone, email or webchat).
- To keep up to date with process and pensions knowledge.
- To set up new customers in a timely and affable manner, ensuring payments are accurate and in line with company policy.
- Risk Management against standards and highlighting or escalating risk and discrepancies.
- Knowledge Management – keeping up to date with processes, rules and products.
- Educating Advisers and Customers of the benefits of Digital Account.
- Identifying failure demand and opportunities for continuous improvement.
- To provide investment related, banking & reconciliation administration support, ensuring all transactions are completed with precision and is in line with SLAs.
Requirements
- Experience of working with Bonds or Annuities desirable.
- Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need.
- Ability to connect, build rapport where appropriate and deliver a service that delights the customer.
- Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs.
Benefits
- As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
- Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
Job title
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