Customer Services Advisor

2 weeks ago


Cheadle Hulme, United Kingdom TFA Planning Limited ta Trust Family Associates Full time

Our Wills, Trusts and Estates department is growing and we are looking for a dedicated Customer Services Administrator to join our busy Lifetime Planning team, based in our Cheadle Hulme office.

**Requirement**:

- Minimum 2 years' experience working within a customer service team environment.
- Good IT literacy and ability to maintain accurate case management platform(s).
- Appreciation of compliance requirements within Estate Planning.

**Benefits**:

- Free Parking
- Private Medical Insurance (after qualifying period)
- The confidence and the ability to react to change whilst working within a pressurised environment.
- Good organisational, time management and IT skills.
- The ability to multi-task under pressure.
- Good communication skills with an ability to create and nurture relationships.
- Able to work individually and within a collective team environment.
- A keen eye for detail.
- Excellent standards of client care and great communication skills.
- Ability to identify and handle clients who may have mental capacity issues.
- Self-motivated with the ability to work unsupervised but can also work co-operatively and flexibly as part of a team.

**Key Duties and Responsibilities**:

- Provide guidance, advice and assistance to both staff and clients.
- Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
- Supports the Implements of processes for customer service representatives to interact with customers.
- Assist with and review automation of legal processing and documentation.
- Handle clients’ requests and troubleshoot problems.
- Assist with the preparation of all required documentation and preparation to commence legal work.
- Support the timely and accurate key KPI management reporting.
- Maintain client files and records.
- Manage specific ad-hoc work as directed by the line management from time to time.
- Liaise with other legal professionals and external parties as required.
- Maintain standards within agreed SLAs
- Maintain and enhance up-to-date legal skills of self.
- Maintains working approach within compliance and GDPR requirements.
- Adhere to professional standards and ethical guidelines set forth by legal authorities.
- Maintain client confidentiality, and act in accordance with applicable rules and regulations.
- Maintain adherence to customer service policies and procedures.
- Support the customer service experience to troubleshoot processes and procedures and suggest improvements in customer service quality.
- Offer and support ways to make procedures more time and cost-effective.

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

**Salary**: £23,000.00 per year

**Benefits**:

- Company pension
- Discounted or free food
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Work Location: In person



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