This is a **Contact Centre role **focusing on supporting customers and advisers over the phone, email and messaging. Please only apply if you have experience with Customer Service Phone roles.

Role Summary

To effectively deliver excellent customer service to clients and IFAs by the processing of telephone calls, email and Webchat requests within specified servicing times.

Key Responsibilities

• Good Written and Verbal communication to both internal & external clients
• Ability to deal with internal and external customers professionally, concisely and accurately via telephone, fax and e-mail
• Ability to identify problem areas and offer various solutions wherever possible
• Adhering to regulatory legislation and ensuring compliance requirements are met
• Working as part of a team
• Adhering to the Service Level Agreements in place
• A good understanding of and an ability to competently explain “existing business” processes
• Ability to process individual policyholder/trustee Extranet registrations
• Can produce in force illustrations when required
• Ability to produce chargeable event calculations
• Fully support and participate in any campaigns including generation of leads where necessary.

• Experience of customer contact in a phone setting