Retirement Solutions - Client Services

Posted Today by Sutton Business Support - Fidelity Featured
The Client:
My client is a large international Financial Services company that offers investment solutions and retirement expertise based within the Surrey area.

The company currently has an exciting opportunity to join the business within a specialised area in their Retirement Solutions department, in which you will be working within a phone based customer service team.

This is the ideal role for someone who has previously come from a Banking, Financial Services or Pensions background, and is looking to join a highly respected, reputable business with the opportunity for great progression.

Purpose of your role:
The role involves taking incoming phone calls from direct customers and/or Independent Financial Advisers. You will be expected to respond to a variety of different types 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.

Key Responsibilities:

• Take incoming phone calls within agreed performance and quality standards
• Making outbound calls to resolve customer queries in a timely manner
• Demonstrate high levels of customer focus
• Ensure calls are resolved to the satisfaction of the customer and the company
• Remain highly motivated and focused towards achieving set individual, department and company performance goals
• Always interact in a friendly and professional manner – making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate
• Explain relevant products and procedures clearly and simply whilst promoting the companys brand values
• Making outbound calls to customers and/or IFA’s to promote additional products and services and/or seek feedback
• Recognising ‘key signals’ from customers or enquirers so as to proactively promote our products and services
• Proactively develop an awareness of the regulatory environment in which the company operates, the “Treating Customers Fairly” framework, and the impact this has on the delivery of customer service solutions, including situations which require the correct escalation of a complaint
• Complaint handling
• Develop a strong understanding of the companys products, procedures, systems and customer needs through receiving relevant training

Experience and Qualifications Required:
• Banking, Financial Services or Pensions experience would be advantageous
• Have proven customer service or sale experience
• Ability to communicate clearly and articulately
• Ability to listen and question effectively
• Comfortable in working in a structured environment
• Confident and enthusiastic manner on the phone
• Analytical, excellent attention to detail and accuracy
• Previous experience of working with IT systems and/or web applications
• Ability to work well under pressure and to take initiative to escalate issues as appropriate
• A positive attitude at all times, approachable and professional

Reed Specialist Recruitment Limited is an employment agency and employment business

Application questions

Do you have previous experience within Financial Services, Banking or Pensions?
Are you looking for a long term career in Financial Services?
Do you have proven customer service experience?

Reference: 35556243

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