Job Description

The hiring company looks after the retirement, investment and protection needs of individuals, families and companies. They help to build better futures for their customers, intermediaries and employees by operating as a modern, agile and welcoming organisation.

They are transforming to create a more customer-focused business by providing customers with expertise on financial and tax planning, offering home finance and annuities propositions and providing collective fund solutions to third party customers.

The company now needs several Customer Service Representatives based in the City of London to support the transformation and the future growth of the business within the Customer Services function. To ensure it can stand out for the experience and service they deliver by building on their service reputation, and delivering market-leading service excellence for customers and advisers.

The Role and Duties:

• Take responsibility for end to end process of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with. To amend and maintain accurate company records to ensure legislative, customer and company requirements are met. To maintain technical product knowledge in order to support team colleagues, provide cover, and achieve department objectives.
• Answer incoming telephone enquiries across the full product range, respond to them and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most appropriate method of communication. To maintain relationships with advisers and other business areas.
• Investigate and resolve complaints and queries, in line with the Divisional and Regulatory complaints procedures, identifying and addressing the cause and remedying the underlying issue of the complaint and balancing the needs of the customer, the Company and Regulator.
• Actively contribute to the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct, and improve on own self development.

Who you are:

• Diligent and conscientious in the accuracy of their work, excellent attention to detail
• Excellent Customer Service experience
• "CanDo", proactive attitude
• Excellent written and verbal communication skills
• Ability to operate in a fast paced, dynamic environment and able to work under pressure
• Intermediate knowledge and experience of MS Office

Qualifications

• Minimum of 5 A -C GCSEs (including English and Maths - essential)
• Have already attained the Award in financial Administration or keen to work towards this qualification