Client Services Representative
| Posting date: | 22 May 2024 |
|---|---|
| Salary: | £27,000.00 to £29,000.00 per year |
| Hours: | Full time |
| Closing date: | 20 June 2024 |
| Location: | Farnborough, Hampshire, EC4Y0AY |
| Company: | Search Consultancy LTD |
| Job type: | Permanent |
| Job reference: | Req/653268_1716301586 |
Summary
Client Services Representative- Farnborough- £29K
Job Summary:
The Client Services team is the primary point of contact for clients and prospects seeking advice and services. They manage inbound and outbound communications, book appointments for Advisers, and handle customer inquiries.
Job Purpose:
* Manage inbound and outbound calls and emails, book appointments, resolve customer issues, and direct clients to appropriate services or contacts.
* Handle various inquiries, including appointment scheduling, campaign follow-ups, and general queries.
Key Responsibilities:
* Handle inbound and outbound calls to book appointments and provide pension-related information.
* Conduct outbound calls for appointment bookings following campaign launches.
* Generate quality appointments where there is a genuine need for advice.
* Report on performance and identify areas needing different approaches or training.
* Adhere to call scripts and accurately record and report all call activities.
* Ensure compliance with company policies, regulatory guidelines, and quality assurance requirements.
Business Impact:
* Supports business strategy for revenue growth and improved brand recognition.
* Delivering excellent customer service to enhance client lifetime value and reputation.
* Poor performance may lead to client dissatisfaction and potential loss of income.
Planning and Reporting:
* Organise and manage time to meet business and customer expectations.
* Report on performance and highlight areas requiring different approaches or training.
* Maintain accurate records of call activities.
Relationships:
* External: Engage with clients and prospects needing regulated financial advice.
* Internal: Collaborate with the Client Services team, Client Services Manager, Advisers, and other departments.
Knowledge and Experience:
* Knowledge of telephone-based customer service
* Understanding of regulations and products in the retail financial services market
* Track record of meeting and exceeding targets
* IT literacy and telephone user skills
* Experience in financial services, business development, or customer service
* Negotiation and objection handling experience is desirable
* Experience in building and maintaining positive customer relationships
Qualifications:
* GCSEs in Maths and English
* Desirable but not essential to have or be working towards financial services qualifications
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.