Customer Operations Administrator
3 weeks ago
Hybrid role - 2 days a week in the office, 3 days a week at home.
**Overall Job Purpose**
The Customer Operations Administrator will have the following key responsibilities:
- Fielding inbound/outbound calls from advisers/BC’s and direct clients
- Accountability for a process function, including overall team KPIs
- Delivering timely updates both to internal colleagues and key clients.
- Building strong relationships with customers, distribution teams and internal colleagues
- Helping the Operations team with key initiatives
The Customer Operations Administrator will deliver the following key benefits:
- Absolute accountability for delivery. Management of all deliverables under your aligned function
- Enhanced customer experience through timely updates on all processing
- Improved turnaround times in relation to all back office activity
- Driving the business forward, changing processes, enhancing systems, testing and delivering improvements
**Accountabilities**
- Take accountability for the success of service in respect of calls into the business. Drive outstanding customer outcomes through high levels of customer service over the phone
- Own a function of the business independently. Manage KPIs by utilising resource in the team, training colleagues to a high standard and managing overall delivery of aligned function
- Possess a willingness to ‘get things over the line’ in a positive manner, display a flexible approach to an ever-changing environment
- Helps the team on key deliverables, demonstrate a willingness to develop knowledge and awareness of both the systems and processes required to deliver a key initiative
- Demonstrates strong communication skills, and forges strong business relationships with adviser firms and all investors by providing timely and accurate information in an efficient and professional manner
- Take personal accountability for ensuring tasks are delivered within the required timeframe
- Strong team player who works in a collaborative manner to get things finalised
**Skills Required**:
Essential
- Experience within an Operational environment
- Customer Service phone experience
- Knowledge of the Financial Services industry and wealth management products including Pensions & ISAs.
- Experience in dealing with IFAs
- Ability to understand new processes and adapt to change
Desirable
- Financial and/Investment qualifications such as CF1, FA2, IOC, IMC, IAQ etc
- Origo knowledge or similar transfer platforms
- GBST or wealth platform experience
- Noble system/IVR system experience
- Knowledge of Unit Trusts, OIECs, ETFs and equities, etc
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