Customer Services Executive

England, London, City of London
Negotiable
21 Sep 2020
02 Oct 2020
AL2462/CPA
Alex Levy
Receptionist
Banking / Finance
Permanent
Full Time

Financial Services

Client Portal Telephone Support

£25,000-28,000 per annum

9 month fixed term contract

City, London

Permanent


Purpose:
* To provide office based front line telephone servicing and support to the client portal clients.
* The role involves extensive direct telephone contact with clients who are experiencing issues using the client portal. The role to support new and existing users of the client portal when they are experiencing and providing feedback on the issues experienced.
* The role holder will work closely with the Intermediary team to provide excellent customer service to clients using the client portal.

Responsibilities:
* Efficiently and effectively answering telephone and email queries from intermediaries, escalating in a minority of cases as appropriate
* Ensuring all calls are answered in a timely manner and dealt with appropriately managing the caller's expectations where necessary
* Take ownership of queries; analyse and provide solutions using knowledge of the systems and processes
* Liaising closely with relevant members of the Application Support team to ensure full communication and understanding of issues, minimising errors and maximising service levels
* Provide input and feedback on improvements to the client portal
* Ensuring that the FCA policy of treating customers fairly is followed as well working in accordance with the company mission and tenets
* Other, as reasonably required by your line manager and the company


Skills:
* Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries.
* Ability to build relationship and rapport building skills in order to rapidly establish a high level of trust with clients
* Managing client expectations of the outcome of the telephone requests
* Demonstrate a high level of ownership, competence, reliability and responsiveness
* Written skills, in order to clearly, concisely and thoroughly present issues to the internal teams
* The ability to ensure that necessary actions are taken to service the clients, whilst maintaining positive relationships with them and within the company
* Flexibility and innovation to handle and support changing needs and demands, and continually to improve working practices

Knowledge:
* Knowledge of the UK platform market would be beneficial.
* Experience of telephone operating systems would be advantageous.
Other Relevant Information
* Flexible attitude to duties as the role evolves due to changes in the client portal
* Flexible attitude to working hours - sometimes the workload will demand additional commitment outside the contractual hours.

Please send your CV for immediate consideration.