Job Description

We are looking for Customer Support Consultants to join our team in Cardiff. This role will give you the opportunity to be involved in a new form of product delivery for our customers. If you enjoy providing a great customer service and knowing that our customer's feedback really does make a difference in how we evolve our products, then this could be the opportunity for you.

You'll be the first point of contact for our customers who require assistance with their pension or investment products, aiming to fully resolve all enquiries in a highly efficient and effective manner. We pride ourselves in first contact resolution, making sure the customer has everything they need without handing them off to other teams or sending them away to complete paperwork.

• Proactively anticipate customer needs and answer customer requests through a variety of channels, including telephone, email, secure messages and web chat.
• Maintain up to date knowledge of products, procedures, our digital customer journeys and relevant regulations to enable highly efficient and effective service experiences.
• Identify errors, complaints or breaches and take the appropriate actions to ensure any impacted customers are treated fairly, communicated to and suffer no financial detriment. Become fully competent at Summary Response Complaints and ensuring timely and appropriate escalation to the Complaints team where required.
• Be responsible for your personal development and keep your pension and investment knowledge and industry awareness current and relevant so you can share this with your colleagues and any changes that may impact us.
• Support business change and operational readiness, including engaging with projects, testing and communication activities as required.
• Continuously look for opportunities to improve the way we serve our customers, collaborating with colleagues from your team and the wider business to support the delivery of change.

Benefits

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, an annual supplement for private medical insurance, discretionary performance related bonuses, paid overtime, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.

Required Knowledge, Skills, and Abilities

A background in Customer Services and a passion to provide a great service. A good phone manner and ability to build rapport with our customers. Strong communication skills - both written and verbal. Enjoy working as part of a team. Take ownership of your workload and ensure service levels are met. Flexibility to adapt between role requirements.