Customer Service Officer

3 weeks ago

Emersons Green, United Kingdom Emponics Full time

Customer Service Officer. Our client based in Bristol at Emersons Green near the junction of the M4 and M32 ( so commutable from Bristol ,Bath ,Chippenham ) are experts in the compliance industry; focussing mainly on the Motor Trade and Travel. They haveone of the UK's largest regulatory networks with many retail sites across the UK benefiting from a range of Finance and Insurance services.

Office - Homeworking

**Reporting to**Customer Service Team Leader

**Hours 37.5** hours per week, Monday - Friday Our employees are currently working to a hybrid working pattern, with home working in place for our staff who choose to work remotely. Home working operates up to 5 days out of every 10, on a rollingfortnightly schedule.

Full-time, Permanent
- By providing Appointed Representative status to their Customers, they shoulder the burden of compliance ( of being Directly Authorised by the Financial Conduct Authority (FCA) ) so their customers can concentrate on running their day to day businessesselling cars and holidays ; saving them time, money and stress.
- They are recognised not only as the UKs premier alternative regulatory solution but with a depth of knowledge and the ability to adapt to any secondary retail scenario, insurers and retailers alike look to them for support, no matter what their sector.We ensure that we stay ahead of our competitors by being at the forefront of technical innovation and providing a great user experience.

**Purpose of the role**:
To support the business functions by maintaining accurate records on approved systems. Provide business support to Appointed Representatives. Liaise with other departments and ensure the correct setup and monitoring of ITC Compliance network members. Highlightand escalate concerns over AR Conduct & Practices to the Audit/Development Team. Undertake monitoring and reconciliation of Network Activity, including Monthly Returns Reporting & Commission Statements..

**Key Deliverables**:
Duties to include but are not limited to:

- To monitor and ensure caseload is managed within agreed parameters.
- Monitor Appointed Representative Regulatory Reporting to ensure received within set timescales.
- Undertake sales data reconciliation for reporting accuracy.
- Manage record reconciliation with other staff members and escalate any identified risks.
- Collate Management Information & produce reports as requested.
- Provide general business support where required.
- Meet personal/team led targets and adhere to company call handling standards.
- Ensure work is completed to internal procedures and FCA regulatory requirements.
- Ensure non-compliance is correctly recorded and resolved.
- Generate (on a needs-based approach) sales leads from inbound support queries.

**Critical Competencies**:

- Manage the customer relationship with a professional approach
- Provide excellent customer service
- Have good self-presentation and excellent inter-personal skills
- Possess attention to detail skills
- Readily accept responsibility for your work
- Able to make good decisions by using information effectively
- Self-disciplined/motivated with excellent time management
- Be risk focused

**Desirable Skills and Experience**:

- Comply, at all times, with the FCA’s (and other applicable regulators) principles, commitments and codes of practice.
- To adhere to the ethos of Treating Customers Fairly (TCF) in all work activity.
- Must achieve the minimum level of competency for the role relating to company, regulatory and legal standards, as defined by management.
- Ensure awareness of and adopt any changes in regulatory practice as advised by management.
- Report all failures to comply with Network requirements immediately to line manager.

**Other Significant Role Requirements**:

- Comply at all times with the FCA’s (and other applicable regulators) principles, commitments and codes of practice.
- To adhere to the ethos of Treating Customers Fairly (TCF) in all work activity.
- Must achieve the minimum level of competency for the role relating to company, regulatory and legal standards, as defined by management.

**Training and development**

We pride ourselves on offering continuous training & development along with career progression opportunities for all employees. Appropriate training will be provided as the role demands ensuring the individual is set-up for success.

**A Truly Diverse Place to Work**

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a businessthis diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

**Keeping Our Employees Safe**

We are currently performing all interviews, assessments, and background checks online to ensure the safety of everyone involved. Our employees are currently working to a hybrid working pattern, with home working in place for our staff who choose to workremotely. Home working operates up to 5 days out of every 10, on a rolling fortnightly schedule.

Should you be successful in securing a role you would be expected to travel into the office during your initial induction period & to attend Monthly Team Meetings where required.

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