- Inbound and outbound client contact; call, email, online messaging and post
- Ensuring enquiries and requests are actioned and responded to within set SLAs
- Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
- Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
- Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
- Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
- General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
- Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
- Making suggestions on services to improve consistency, quality and efficiency
- Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
- Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
- Manage your workload and day to ensure SLA's are achieved
- Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible
- Experience in a customer facing role, preferably within the Financial services sector
- A passion for delivering exceptional customer service
- Experience of outbound calling
- An enthusiastic and self-motivated team player
- Excellent verbal and written communication skills
- Keen eye for detail
- Good IT skills and competent using Microsoft packages
- Detailed record keeping and reporting capability
- Proactive, able to multi-task and manage a varied workload
- Demonstration of initiative
- An understanding of savings and investments is desirable
Customer Support Executive - Northwich, United Kingdom - Close Brothers Group
Description
OVERALL SUMMARY
As an Customer Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between the hours of 8am and 6pm.
RESPONSIBILITIES
WE WOULD LOVE TO HEAR FROM YOU / PLEASE APPLY IF:
As an employer, Close Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.
We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.
To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.
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