Job Details

To contribute to the delivery of your own and the team’s objectives, ensuring that the organisations strategic goals are reached. To achieve this delivery requires excellent, proactive, and quality based customer service across a range of service disciplines.

To enable this multi-disciplined approach cross-skilling, learning and development are an integral feature of the Client Services philosophy.

Key Responsibilities

Process Management

• Responsible for the accurate and efficient completion of standard and complex administrative tasks provided to you.
• Supporting our approach to full ownership you will be expected to work on case management and customer and adviser queries from receipt until the customer’s expectations have been satisfied.
• Proactive and reactive contact with customers and advisers, plus any other relevant parties via telephone, letter, or email to ensure work is processed efficiently and correctly.
• Ensure pended work is reviewed, chased, and closed within expected timescales.
• Proactive, solutions-based approach to understanding issues which arise, and then able to implement actions according to administrative policies and Procedures.
• Participating in the review and updating of procedures within the team, contributing through experience and client advocacy, whilst having a strong understanding of the risk-based approach required to always protect client and business assets and at the same time ensuring that we are easy to do business with.
• To complete all tasks in line with our group values, service standards, procedures, compliance guidelines, industry regulations and within cost and efficiency parameters.

Client and Adviser Contact

• Timely and professional contact with stakeholders should be always maintained.
• Contact will be proactive when you require further information (by telephone and email) and reactive when a stakeholder contacts us.
• Telephone calls should be responded to timely and where possible handled within the one call and not handed off to other teams, ensuring a positive customer experience.
• Supporting clients, advisers, and colleagues through the complaints process.
• Recognising areas of weakness and working collaboratively to seek resolution and improve internal processes.

Self-Management

• Be responsible and accountable for own personal development.
• Ensure adherence to all company policies including risk, compliance and HR policies

Teamwork

• Assist in developing, implementing, and sharing best practices.
• Contribute to the development of team strategy and objectives.
• Assisting colleagues through training and support to align with a ‘one team’ approach.
• Within your team you will be expected to work with your colleagues to manage the daily work and measure your team’s performance in relation to good customer outcomes.
• Recognise the importance of working together in an innovative, supportive and fun environment to achieve your own, team and company’s goals and objectives.

Continuous improvement

• Drive a culture of customer service excellence and continuous improvement.

• Good communication and interpersonal skills.
• Good understanding of anti-money laundering regulations.
• Ability to work both individually and as part of a team.
• Ability to make decisions within set guidelines and policies.
• Ability to manage own time to meet tight deadlines and develop plans for short-term work activities within own area.
• Respond positively to change, adapt job role accordingly to help others to see the benefits.
• Proactively solve problems and provide a new perspective on existing solutions while considering impacts.
• Applies knowledge and skills to a wide range of situations.
• Has an awareness of the market and industry.
• Evidentially PC literate, in particular MS Office products.