Job Description

To ensure that we put the customer at the heart of everything we do in line with our company values. To deliver a high quality of work ensuring that these are accurate and within stated timescales. To work as part of a team as well as with other colleagues to enhance the overall customer experience. To contribute to the team ethic, working with colleagues in training and the improvement of knowledge, constantly striving to enhance the overall customer experience

• To 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. 
• To 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 approptiate 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.

Required Knowledge, Skills, and Abilities

• Diligent and conscientious in the accuracy of their work, excellent attention to detail 
• Excellent Customer Service experience
• “Can Do”, 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
• Minimum of 5 A*-C GCSEs (including English and Math – essential
• Have already attained the Award in financial Administration or keen to work towards this qualification