This role represents a genuine opportunity for people with customer service or sales experience to work for one of the world’s largest Financial Services companies. This experience should be within the Financial Services, Banking or Insurance sectors.
The Company: Our client is aleading Financial Services employer providing long-term savings products and serves institutional and retail investors all over the world. They employ over 5,000 people, managing £150billion+.
The Role: In this role, you will take incoming phone calls from direct customers and IFA’s. You will be expected to respond to a wide range of enquiries which may include information on a customer account, the details about a particular product, the resolution and prevention of a problem, in addition to web navigation and online queries. Every interaction with a customer should be seen as an opportunity to meet the business goal of acquiring new and retaining existing assets, so in line with this you would promote additional products and services, only where appropriate.
This role also requires handling written correspondence and making outbound calls to resolve queries, as well as some complaint handling. The amount of phone time versus customer relations work will vary depending on business needs, but as a rule of thumb, around 70% of your work will be phones based and around 30% of your time will be complaints/casework. Key areas of your remit are as below:
Take incoming phone calls within agreed performance and quality standards
Make outbound calls to resolve customer queries in a timely fashion
Demonstrate high levels of customer focus
Remain motivated and focused towards achieving individual, department and company performance goals
Always interact in a professional and friendly manner, making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate
Make outbound calls to customers and IFA’s to promote additional products and services, seeking feedback
Recognise 'key signals’ from customers on enquirers so as to proactively promote products and services
Skills / Experience Required: Our client is looking for people with proven customer service or sales experience, ideally within a Financial Services/Banking/Insurance environment. The ability to listen and question effectively is very important, as is a confident and enthusiastic manner on the phone. Attention to detail and an analytical mindset are also sought after attributes.
Additional Information: The salary is £21,500 with bonus c.£1,600 in addition. The pension is very good - if you contribute 3%, our client adds on another 13% (almost £2,800). There are additional life and health benefits and the opportunity to work overtime. Hours are 9am - 5pm and a requirement to work one Saturday per month, for which overtime is paid. The value of the bonus, benefits and overtime bring the package to around the £27,000 mark.
The Investment Customer Service Advisor position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website and feel free to call Darren Snell at any time.
- Call Centre
- Contact Centre
- Financial Services
- Outbound Calls
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