To assist the Manager with the operations of the ROW & UK processing and servicing teams, to effectively deliver a direct service to clients and advisers, both internal and external by providing guidance and help in processing/authorising escalated requests within specified servicing times.

This is an 'overseer' role, responsible for ensuring service standards are achieved, maintained, and improved upon in accordance with operational plans and objectives for the company.

Key Responsibilities

• Excellent written and verbal communication both internally & externally
• Act as a point of contact for Advisers and Clients across all areas of the business for escalations to stop potential complaints/VOD’s
• Developing and managing a professional and trusting relationship with Clients, Advisers, RSM’s and internal servicing teams, ensuring we are working collaboratively to help facilitate a seamless process.
• Helping advisers complete the correct forms by presentations and training via “Teams” maintaining close contact with the advisers to nurture, the strong collaborative partnership is crucial to the success of this role.
• Monitoring standard of servicing forms being submitted and analyses for trends, provide feedback and training to RSM’s and Advisers to promote a higher rate of clean submissions.
• Proficient in dealing with queries from clients, both internally and externally via telephone or written communication.
• Work with Customer Services Managers to agree to defined service standards and ensure that these are achieved, maintained and improved upon in accordance with operational plans and objectives for the company.
• Actively identify problem areas and implement ideas and solutions wherever possible in order to continuously improve upon teams’ processes and procedures.
• Ensuring teams adhere to regulatory legislation and ensuring compliance requirements are met at all times.
• Processing and assisting with the more complex cases and training these processes/practices.
• Be positive at all times and show no negative behaviours.
• Performing as role model.
• Where appropriate become involved in the development of improved controls and procedures within the department
• Identify & log any Complaints / VODs that are received. Ensuring the complaints procedure is followed correctly & specified service standards are achieved.
• Incorporate our group values and in accordance with departmental procedures, service standards, industry regulations and within cost and efficiency parameters.
• Share knowledge and assist in the continuous development of the team/area
• Champion and lead a culture of Client service excellence and continuous improvement.

• High level of numeracy
• Comprehensive working knowledge of company systems including Microsoft office, excel, Bancs
• Excellent organisational and inter-personal skills.
• Excellent communication skills both written and verbal.
• Very high level of self-motivation.
• Good motivational skills
• Commitment to providing outstanding Customer Service.
• Ability to work under pressure.
• Good working knowledge of relevant regulatory legislation
• Studying for suitable industry qualifications