Customer Service, Operations & General Management
Customer Support Rep
As a Customer Support Representative you will play a pro-active part in our customers remaining committed to completing their retirement journey through our service by delivering a great customer experience.
You will achieve this by being helpful and making doing business with us as easy and efficient as possible.
Your knowledge of our propositions and products will ensure that the customer maintains a strong level of understanding of our service, its scope and any products that are bought on a non-advised basis and/or recommended through our advised service.
The primary responsibilities of this role is a client facing role via telephone, webchat and email assisting our customers directly through the advice journey. There is additional administration involved in the issuing and fulfillment of the recommendation and ongoing customer relationship.
This role is an ideal if you are interested in a career in or related to paraplanning and /or financial planning. This role will provide you the opportunity to obtain foundation knowledge and qualifications towards this longer-term career path. We will provide the relevant support for you to pursue professional qualifications in this space (R0 exams), this requires your willingness and ability to study and pass these exams.
Identify and obtain accurate information from the customer on which the advice recommendation is given
Liaise with the customer’s current providers to obtain information and updated values required to issue the recommendation
Prepare suitability reports and supporting recommendation documentation (including illustrations and quotes)
Book appointments between yourself and the customer to ensure they understand details in the suitability report and recommendation
Process investment, withdrawals, switches and any other transactions on the investment platform
Support review tasks and ongoing customer relationship activities
Ensure that all 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.
Educated to GCSE level (or equivalent) and have 5 passes at Grade C or above - including Maths & English.
Working towards/ willing to work towards professional qualification (R0 exams)
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.
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