Customer Support Executive

6 months ago


Northwich, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

As an Customer Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts. Working as part of an energetic, professional and friendly team who predominantly provide dedicated support to Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions. You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between the hours of 8am and 6pm.

**RESPONSIBILITIES**
- Ensuring enquiries and requests are actioned and responded to within set SLAs
- Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
- Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
- Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
- Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
- General ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
- Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
- Making suggestions on services to improve consistency, quality and efficiency
- Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
- Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
- Manage your workload and day to ensure SLA’s are achieved
- Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible

**WE WOULD LOVE TO HEAR FROM YOU / PLEASE APPLY IF**:

- Experience in a customer facing role, preferably within the Financial services sector
- A passion for delivering exceptional customer service
- Experience of outbound calling
- An enthusiastic and self-motivated team player
- Excellent verbal and written communication skills
- Keen eye for detail
- Good IT skills and competent using Microsoft packages
- Detailed record keeping and reporting capability
- Proactive, able to multi-task and manage a varied workload
- Demonstration of initiative
- An understanding of savings and investments is desirable

**_ We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role._**

**_ To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you._**

LI-EM1

We are the Asset Management division of Close Brothers, a FTSE 250 leading UK merchant banking group. Our clients are professionals, business owners, individuals, families, and employers, who rely on our high-quality financial advice and investment services to preserve and grow their long-term savings and investments.

We are based throughout the UK, employing circa 800 people across 11 offices. Through our widespread geographic footprint, we are able to achieve strong, long-term relationships with our clients, by combining our understanding of the local regions we serve and face-to-face services.

We know that outstanding individuals help drive our business forward, deliver exceptional service for our clients and continue to build Close Brothers’ long standing reputation as a leading merchant banking group.



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