Client Services Coordinator
- Recruiter
- Confidential
- Location
- Surrey
- Salary
- 24000.00 - 26000.00 GBP Annual + pension / bonus
- Posted
- 15 Jun 2022
- Closes
- 13 Jul 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
As an associate within Client Services, you will be providing first line support to our customers, advisers and members. The focus of the team is to help our customers manage their investments with ease, providing knowledge and guidance to help support them in the future, the majority of which are received through incoming calls. The work can include anything from basic information requests to complex queries.
Department overview
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business.
We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
What you'll do
As part of the Client Services team, you will go on a journey - progressing through distinct stages which you can expect to complete in 12 months. In the first stage you will be introduced to how to service our customers, next you will move from providing basic information to start honing your skills taking the knowledge you have learnt and turning it into a great interaction. Finally, you will become an ambassador for the business - learning how to promote our services to support the business.
Throughout this time, you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises. Regardless of which stage you are at in this journey, you are expected to make every customer interaction with us feel well spent, ensuring the customer takes away new knowledge to help them next time. Following on, you will continue to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.
Your Key Accountabilities
* Handle customer interactions through a range of channels, primarily phone call, also email and letter - understanding the customer & their needs to provide the right solutions to them. Taking ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
* Perform administration tasks on behalf of the customer (transaction requests, account amendments). Accurately capture details of interactions to help drive analysis on contact drivers & opportunities for improvement.
* Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve. Promote our brand to drive revenue opportunities for the business.
* Acknowledge and manage a customer complaint to a quick resolution where appropriate or escalate when necessary. Ensure escalation of issues to the appropriate person in the team e.g. those with a regulatory or financial risk.
* Maintain professional working relationships with colleagues in Client Services and other departments and provide guidance to other associates to create a team environment where knowledge and expertise are shared.
Your skills and experience
Candidates for an Associate in Client Services will be expected to be able to demonstrate the following experience:
* Prior experience of working in a Customer Service environment - preferably within a corporate environment.
* Experience of working in a regulated environment preferred.
* Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer.
* Proactive approach to finding information and offering improvement for others.
* Ability to work under pressure.
* Proactive team player with a desire to improve knowledge across the department.
* Ensure all inputting of information is accurate, good attention to detail.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations
Department overview
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business.
We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
What you'll do
As part of the Client Services team, you will go on a journey - progressing through distinct stages which you can expect to complete in 12 months. In the first stage you will be introduced to how to service our customers, next you will move from providing basic information to start honing your skills taking the knowledge you have learnt and turning it into a great interaction. Finally, you will become an ambassador for the business - learning how to promote our services to support the business.
Throughout this time, you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises. Regardless of which stage you are at in this journey, you are expected to make every customer interaction with us feel well spent, ensuring the customer takes away new knowledge to help them next time. Following on, you will continue to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.
Your Key Accountabilities
* Handle customer interactions through a range of channels, primarily phone call, also email and letter - understanding the customer & their needs to provide the right solutions to them. Taking ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
* Perform administration tasks on behalf of the customer (transaction requests, account amendments). Accurately capture details of interactions to help drive analysis on contact drivers & opportunities for improvement.
* Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve. Promote our brand to drive revenue opportunities for the business.
* Acknowledge and manage a customer complaint to a quick resolution where appropriate or escalate when necessary. Ensure escalation of issues to the appropriate person in the team e.g. those with a regulatory or financial risk.
* Maintain professional working relationships with colleagues in Client Services and other departments and provide guidance to other associates to create a team environment where knowledge and expertise are shared.
Your skills and experience
Candidates for an Associate in Client Services will be expected to be able to demonstrate the following experience:
* Prior experience of working in a Customer Service environment - preferably within a corporate environment.
* Experience of working in a regulated environment preferred.
* Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer.
* Proactive approach to finding information and offering improvement for others.
* Ability to work under pressure.
* Proactive team player with a desire to improve knowledge across the department.
* Ensure all inputting of information is accurate, good attention to detail.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations