Customer Service
Full Time
Job Description
Responsibilities*Manage the customer services team day to day
*Ensuring the customer service team provide a consistently excellent service at every stage of the customer journey
*Provide on-going refresher training on customer service standards, our listed products, regulatory requirements, compliance and our processes
*Handling customer complaints or any major incidents, such as a security issue or a customer not receiving an interest payment.
*Improving and developing processes to effectively track and report customer service queries
*Analysing statistics or other data to determine the level of customer service provided
*Putting the customer first and working to improve the customer experience and find ways to measure customer satisfaction
*Investigating and solving escalated customers' problems, which may be complex or long standing
*Developing and continuously improving reporting
*Communicating courteously with customers by telephone, email, letter and occasionally face to face
*Maintain and improve the Salesforce CRM
*Collaborating with other department heads, particularly in Operations and Marketing, to help improve and maintain consistency in processes and communications with customers
Person Specification
*Salesforce experience
*Positive attitude and enthusiasm to dealing with customer enquiries/complaints
*Highly self-motivated
*Ambition to create the best in class customer service team that will be award winning
*Excellent verbal and written communication skills
*Intermediate MS Excel, MS Word and PowerPoint
*Demonstrable good standard of Maths and English literacy
*Enjoys training and developing team members
*Must gain an understanding of FCA regulation and be able to apply this to the business requirements of the firm
This is a fantastic opportunity to join a company whose journey is just beginning. This year they plan to announce new products and services that will build a next generation of opportunities for investors in great British businesses and in a greater range of assets.
Required Knowledge, Skills, and Abilities
Reference no: 790