Customer Support Consultant

2 weeks ago

Bath, United Kingdom eFinancial Careers Full time

At M&G our vision is**:to become the best loved and most successful savings and investment business **and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers.To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.
**What you can expect from us**:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

- **Challenge Your Limits** by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
- **Support Your Aspirations** with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
- **Value Your Input **whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
- **Balance Your Life** through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

**How do we support our employees**:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualifiedprofessionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.
**The Role**
To provide a support service to Financial Advisers and end clients, delivering an industry leading level of customer service and continuously finding ways to help our Financial Advisers achieve and manage their client's portfolio and to achieve their strategyand objectives.
**Key Responsibilities for this Role**
**People, Team and Work**:

- Take ownership for fulfilling a variety of work, which may include:

- New client set up and allocation of client monies
- Making customer payments including processing withdrawals, regular payments and cash movements
- Maintaining customer accounts
- Processing Corporate Events
- Assessing suitability of new and ongoing investment products and adding or amending them on the platform
- Become competent in the use of our online platform, to be able to assist clients and advisers to support their use of the tools and online facilities available to them
- Working as part of the Operational teams putting the customers at the heart of everything we do
- Demonstrate awareness of the team measures and support how these are used to understand the customer journey
- Undertake project and ad hoc tasks where required

**Customer**:

- Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
- Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
- Learn from feedback received how to improve our service proposition and assist colleagues to meet collective business goals
- Identify ways in which we can continue to improve the way we do things
- All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales

**Risk**:

- Ensure Business area risk responsibilities are understood
- Understand the Risk types, key risks and control framework in your business area.
- Undertake all mandatory training
- Take personal accountability for understanding the key regulatory and legal requirements the platform must adhere to, ensuring all requests are completed in a timely and accurate manner
- Demonstrate an awareness of the key risks to the business and assist the leadership team in proactively managing these
- All work is completed using agreed team procedures and processes
- Identify and take ownership of those risks in accordance with the risk handling procedure and escalate where necessary

**Culture**:

- Demonstrate role model behaviours
- Develops effective working relationships across teams to deliver a cohesive and professional customer service
- Collaborate with colleagues to meet collective business goals showing flexibility to support the needs of the business.
- Be flexible in your approach to the work, proactively looking for opportunities to develop, learn and assist your colleagues in their development
- Take personal accountability for your own personal development and professional competence, finding ways to further your own learning, gaining a strong understanding of the platform and long term savings industry
- Take personal responsibility to get involved in setting your objectives to support the company strategy.

**Key Knowledge, Skills & Experience**:

- Tax wrappers (including ISAs, pension, offshore and onshore bonds) and how tax affects clients' portfolios and their personal tax affairs
- Transfers, re-registration and custody administration
- Client Money rules and controls
- Sharedealing, exchange trading and settlement
- Portfolio and cash management
- SIPP administration, including benefit crystallisation, PAYE and statutory client reporting
- HMRC, FCA and other regulatory frameworks
- Corporate EventsWe aspire to provide industry leading levels of customer service, motivating our customers to not only give us positive feedback, but recommend the servic

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