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Customer Care Agent

8 months ago

Rochester, United Kingdom Portafina Full time

Are you a great communicator with a passion for customer experience, looking for a role where you can make a real difference to a business, and to customers’ lives?

Are you someone that thrives in a target driven environment where learning how to build rapport quickly over the telephone is key to your success?

We are looking for new talent to join our busy Customer Care Team, who are the initial point of contact for our clients. You’ll develop new and existing skills on the job, with ongoing support and full training to help you perfect your craft to reach new heights, to provide our clients the exceptional experience they deserve.

If you are a passionate person who enjoys working to targets, has a natural flair and ability to build rapport quickly, we want to hear from you. Making things clear and simple for our customers is a vital part of this role.

This is an ideal role for someone that is keen to move into a fast paced financial organisation. And if you have the right qualities we’ve described, you could be just what we are looking for.

**A typical working day would be**:

- Inbound and outbound calling - this could be giving an update to a client, booking an appointment or simply liaising with a client to obtain information.
- Being that first point of contact and support for our clients.
- Testing, developing and learning different techniques of rapport building and sharing your feedback with peers to help overall client experience improvements.
- Accurately updating our CRM system to ensure other teams can easily understand what has been discussed with clients.

**Qualities we are looking for**:
Portafina has a forward thinking, flexible and friendly working environment and would be perfectly suited to someone who is:

- Either entry level or experienced in customer service
- Passionate about helping people.
- A team player who can work collaboratively or independently.
- Self-motivated and driven - can work to realistic targets, motivated to meet business goals and enthusiastic about their own progression.
- Organised - able to prioritise work based on importance and urgency.
- Good at attention to detail - takes a pride in the quality and accuracy of their work.
- A great communicator - Able to deal with any situation clearly, professionally, and where necessary with empathy.

**Who you’ll be joining**:
Portafina Investment Management is a specialist financial advisory business focussing on pensions and retirement which looks after over £600m in pension assets for more than 12,500 clients.

Founded in 2017, we help clients get the best out of their pensions, both now and in the future. Whether that be through accessing pension benefits, reducing charges, or improving their performance, we’re focussed on delivering specialist financial advice along with a great level of service.

In a fast-paced industry that is rapidly evolving, we are at the forefront of providing a proposition that hasn’t been easily available to the everyday person until now. We need to keep providing great customer service as we grow, and as the environment and technology around us changes. We can’t do that by standing still.

Based, in Rochester, Kent, we employ over 150 likeminded people that strive to do an exceptional job for our clients. In turn we create a positive nurturing environment in which they can thrive - from entry level roles with training, development, and career progression available through to highly qualified experienced industry professionals.

A great place to work must continue to hire great people, so, if you think you could be one of them, we want to hear from you.

To enable us to deliver the best possible service to our clients and create a positive working environment, as a company we abide by these core values:

- We are focused on raising the bar - We continuously improve
- We are focused on offering clarity - We make things clear and simple
- We are focused on treating our customers the right way
- We always act in their best interests
- We are focused on going the extra mile - We always strive for excellence
- We are focused on fresh thinking - We continuously challenge the status quo
- We are focused on working together - We value each other highly

**As well as a competitive salary, you’ll receive the following benefits**:

- Annual bonus scheme
- Quarterly Brand Ambassador and Values Achievement awards
- 25 days holiday on top of public holidays - plus an extra one on your birthday
- Company pension with the same excellent discounts we negotiate for our clients
- Life assurance
- Critical illness cover
- Income protection
- Private medical insurance
- Private dental cover (contributory)
- Free eye tests
- Structured career progression and qualification plan
- Support for study and costs of Chartered Insurance Institute exams
- Friends and family discount on our services
- Birthday vouchers

We also have regular social events (including Summer and Christmas parties) organ