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Customer Support Specialist

1 month ago

Northwich, Cheshire, United Kingdom Close Brothers Group Full time

Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team at Close Brothers Asset Management. As a key member of our Customer Support Team, you will be responsible for delivering exceptional customer service to our clients through various channels.

Key Responsibilities

  • Provide timely and effective responses to client inquiries via phone, email, and online messaging
  • Ensure all client requests are actioned and responded to within set Service Level Agreements (SLAs)
  • Manage client documentation, ensuring it is scanned, saved, and archived in accordance with department procedures
  • Develop expertise in using and assisting clients with our digital assets, including our online investment portal, mobile app, and website research resources
  • Represent clients by working collaboratively with other teams to deliver a seamless and efficient service
  • Build strong relationships with clients, keeping them informed and assisting their needs
  • Perform general ad-hoc duties as required by the business or assigned by the Investor Support Team Manager
  • Liaise with colleagues across the business to ensure operational efficiency and a cohesive client experience
  • Identify opportunities to improve consistency, quality, and efficiency of services
  • Consider client feedback when making decisions to ensure the service meets client needs
  • Keep line manager informed of issues affecting performance and service development, suggesting solutions where necessary
  • Manage workload to ensure SLAs are achieved
  • Stay up-to-date with team procedures and suggest improvements where possible

Requirements

  • Passion for delivering exceptional customer service
  • Enthusiastic and self-motivated team player
  • Excellent verbal and written communication skills
  • Attention to detail
  • Good IT skills and proficiency in Microsoft packages
  • Detailed record keeping and reporting capability
  • Proactive, able to multitask, and manage a varied workload
  • Demonstration of initiative
  • Experience of outbound calling
  • Experience in a customer-facing role, preferably within the Financial services sector
  • Understanding of savings and investments is desirable

About Us

CLOSE Brothers Asset Management is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and aim to ensure that no employees or candidates are subject to discrimination on grounds of any characteristics, including but not limited to gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.