Customer Contact Agent

Vacancy Details

Job Type:

Job function:




Job Reference:
Customer Contact Agent

Sales and Business Development






The Role

As a Customer Contact Agent you will play the most pivotal role in helping customers understand the value of speaking to one of our Advisers about their options when embarking on their Retirement Journey.

You will achieve this by being helpful and making doing business with us as easy and efficient as possible. To do this successfully you need the ability to quickly establish rapport with a wide range of customers.

Your knowledge of our propositions and products will ensure that the customer maintains a strong level of understanding and confidence in our service, its scope and any products that are bought on a non-advised basis and/or recommended through our advised service.

This is a telephone based role and whilst there is a small amount of administration involved, you will spend the vast majority of your time on the phone assisting our customers directly. So if you love talking to customers this could be the perfect role for you.

Financial Services/Contact Centre experience is preferable.

You Will

  • Book appointments between our customers and our advisory service; which is achieved through a combination of inbound and pro-active outbound calling  (However this is not a cold calling role as all customers will have expressed an interest in hearing about our products beforehand)

  • Ensure that all pre-application activities are processed in a timely manner and the customers’ expectations are managed appropriately, guaranteeing customers receive the right outcome.

  • Take ownership of specific customer/partner/provider issues or queries to ensure a timely and appropriate resolution.

  • Recognise when customers are vulnerable or do not understand the details you are giving them and therefore require additional explanation or repetition.

  • Create, record and update all customer data promptly ensuring it remains accurate and compliant.

  • Establish and maintain effective working relationships with sales and administrative staff within: the wider business, external providers and ceding schemes.

  • Develop and maintain knowledge of the ‘Retirement Market’, owned distribution propositions/products and supporting legislation, company policies and procedures.

  • Identify any potential areas of risk and work with management and the team to understand how these can be appropriately mitigated.

You are

  • Educated to GCSE level (or equivalent) and have 5 passes at Grade C or above - including Maths & English.

  • Results orientated and able to work under pressure to achieve objectives within agreed timescales, without compromising the quality of service provided.

  • Extremely organised, with the ability to make intelligent decisions when faced with competing priorities and fluctuating workloads.

  • Flexible, with the ability to collaborate and work as part of a team in a fast moving environment.

  • Excellent at both verbal and written communication, with great interpersonal skills and the ability to communicate at all levels.

  • Used to working within a contact centre environment (preferably within Financial Services) and speaking directly with customers.

  • CF1 (UK Financial Services Regulation and Ethics) qualified or would be willing to continue professional development and acquire this within first 18 months of appointment.

Working for us, you get your Just Rewards…

  • A Competitive Salary, amazing Pension Scheme and Life Assurance

  • Along with 28 Days Annual Leave plus an Additional Day on us for your Birthday

  • Private Medical Cover and Income Protection, just in case

  • A Bonus Scheme that takes a balanced approach and looks at both `in role performance’ but also `the behaviours and attitudes you exhibit at work’

  • FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

  • Plus we have a variety of Employee Funded Benefits available to you via our Online Benefits Portal