Customer Service Agent

3 months ago


Bath, United Kingdom Novia Financial Full time

**Department: Customer Experience**

**Reports to: Client Services Team Leader**

**Main Location: Bath - Work your way: 3 days minimum in office, 5 days welcome**

**About us**

At Novia, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5- star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and

Simply Get Going—guide us on our journey.

With new ownership since 2021 and substantial investments of over £17m into the business, Novia is on an exciting growth trajectory. Join our team of around 300 dedicated employees and become part of a company that is making waves in the industry.

**About the role**

The Client Services Executives team acts as a dedicated point of contact for Financial Advisers and Clients using the Novia platform and are also the primary contact for the Novia Regional Sales Managers (RSMs) and

Business Development Managers (BDMs) dealing with a wide range of enquiries.

**Key Responsibilities**:

- Demonstrate a strong and supportive customer centric culture, focused on the delivery of excellent customer outcomes for all advisers and investors, whilst meeting and adhering to our vulnerable customer policy
- Investigate and resolve complex queries/issues within service standards ensuring ownership through to completion.
- To maintain good working relationships with team members and colleagues across the business
- Recognise the importance of working together as a team to maximise department and company results, focusing on developing, implementing, and sharing best practices
- Where possible, to take an active role in team and business project meetings
- Ensure that the Consumer Duty principles are adhered to, supporting Customer Service improvement initiatives, raising any risks, near misses or areas for concern with either Line Manager or Compliance.
- Responsible for developing new processes and challenging existing ones, to maximise efficiency and accuracy.
- Responsible and accountable for own personal development - prepare and actively operate personal training/development plans.

You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

**About you (what we’re looking for)**

**Specialist Skills, Qualifications and Experience**:
**Essential**:

- Previous Customer Services Experience
- Previous Telephony/administration experience
- PC Literate, experience of using Microsoft Office including Word, Excel, and Outlook.
- Good attention to detail.
- Excellent interpersonal and communication skills.
- Ability to work well individually and as part of a team.
- Ability to work well under pressure, and to tight deadlines.
- A proactive and self-motivated mindset, able to be solution focused when faced with challenges.
- Good organisational skills.

**Desirable**:

- Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
- Previous telephony experience within the financial services industry.
- Previous Financial Services experience
- Wrap platform knowledge and/or experience
- SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge.

**Core Competencies**
- **Operational Excellence**: Continually delivering and improving excellence for all clients and customers.
- **Client and Customer Focus**: Add value to client/customer, adhere to Treating Customers Fairly principles, and operate as a true business partner.
- **Communication**: Communicate clearly and concisely, tailoring content and style, with ability to make a positive impression on others.
- **Working with others**: Working successfully with others and building a network of good relationships in order to achieve shared goals.
- **Performance Focus**: Demonstrate energy and enthusiasm, takes ownership, delivers results and improves personal performance.

**Rewards and Benefits**
- Competitive salary.
- Hybrid Working (split between home and office).
- Discretionary bonus each year.
- 34 days holiday per calendar year including bank holidays, with the option to purchase or sell up to 5 additional days per year.
- Wellbeing day to use at your discretion such as a birthday, moving house, pamper day.
- Supported and encouraged professional development.
- Private Medical scheme (single cover that can be increased to FULL Family).
- Income protection scheme.
- Life assurance scheme.
- Group contributory pension scheme.
- Interest free season ticket loans for travel costs.
- Novia Foundation Day in support of charitable activities.
- We encourage internal progression at Novia, with many of our employees going on to become Team Leaders, Managers, Subject Matter Experts and many more.
- We're proud of our company culture at Novia. From rewards and incentives, remote team socials to fun quizzes, our friendly and welcoming teams at Novia strive to make our office a great place to work.

**Job Types**: Full-time, Permanent

**Salary**: £23,000.0



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