Contact Centre Role - Various Levels

Our client is seeking candidates for a Contact Centre role focusing on delivering exceptional support to customers and advisers through various communication channels including phone, email, and messaging. This position will involve the efficient processing of customer queries and requests in line with specified servicing times. The ideal candidate will possess experience in customer service phone roles and demonstrate strong communication skills. This role is essential in ensuring compliance with regulatory requirements and providing accurate, professional support. You will be required to work as part of a team and adhere to service level agreements while managing incoming requests. Candidates should be prepared to engage in various campaigns and contribute to lead generation when necessary. This role offers the opportunity to work in a dynamic environment that values customer interaction and provides opportunities for career growth.

Job Duties:

• Deliver excellent customer service to clients and Independent Financial Advisers (IFAs) through telephone calls, email, and Webchat
• Communicate effectively with internal and external clients, maintaining professionalism and clarity
• Identify and address problem areas, proposing suitable solutions as required
• Ensure compliance with regulatory legislation and organisational requirements
• Collaborate effectively as part of a team, supporting team objectives
• Adhere to Service Level Agreements in place to maintain quality service
• Provide a good understanding of “existing business” processes and explain them competently to clients
• Process individual policyholder/trustee Extranet registrations
• Produce in-force illustrations when needed
• Calculate chargeable events as required
• Fully support and participate in campaigns, including generating leads when necessary

Job Requirements:

• Experience in a customer contact role, particularly in a phone setting
• Strong written and verbal communication skills
• Ability to handle customer queries accurately and professionally
• Experience in adhering to compliance and regulatory standards
• Team player with the ability to work collaboratively towards team goals
• Familiarity with financial services and products would be an advantage

What You’ll Love:

You will appreciate the vibrant culture and supportive work environment that our client fosters. This role offers you the opportunity to develop your skills in customer service while growing your career in a respected organisation within the financial services sector. You will be part of a team that prides itself on delivering outstanding service and helping clients with their enquiries. Our client values its employees and is committed to providing ongoing training and support to ensure your development. The position presents a chance to make a meaningful impact through your interactions with clients and advisers, all while upholding the highest service standards.

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