Job Description

To provide a superior support service to financial advisers and end clients, delivering an industry leading level of customer service and continually finding innovative solutions to improve our operational efficiency and customer experience whilst proactively and effectively identifying and managing any risks that arise.

• Supporting adviser firms, clients and other third parties by resolving their queries, building their platform knowledge, and working in close partnership with them to maximize their customer experience and journey 
• Processing a wide variety of customer and adviser instructions, including taking calls and responding in a timely and comprehensive manner whilst adhering to company standards and timescales
• Continually question the way we do things and identify improvements to team processes and procedures, removing waste and failure demand to deliver excellent service 
• Working as a team to maximize team and company results by focusing on developing, implementing, and sharing best practices while collaborating with and supporting other team members when needed 
• An active advocate of the customer who seeks to better understand how we serve their needs, leading by your own action and behaviors 
• Effective management of workload
• Adherence to all regulatory/legislative requirements and quality standards 
• Taking ownership of your own development, and embrace all opportunities to learn and grow
• Support key business projects

Required Knowledge, Skills, and Abilities

• We use a range of IT systems to support our clients, a working knowledge of Microsoft Office, Word, and Excel is required
• We aspire to provide industry leading levels of customer service. To help us achieve this you will need high levels of commitment, strong customer empathy and a desire to help all customers, no matter how challenging the request 
• Ability to demonstrate experience and understanding of working within a Financial Services environment
• Flexible and proactive in your approach to your work and change within the workplace 
• You will represent our brand, a very high level of professionalism is always expected
• Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional, and sincere manner 
• Strong attention to detail
• Ability to work well individually and as part of a team 
• Excellent time management skills enabling organization of workload to meet challenging timescales and strict deadlines
• Good problem-solving skills coupled with the ability to present complex matters to financial advisers and customers in a way that is easy to understand 
• Confident and precise when escalating issues
• Experience in administering pensions, especially income drawdown 
• Understanding of investments and Model Portfolios
• Pension/ISA product knowledge 
• Regulatory knowledge