First Line Support Agent

Twenty7tec transforms financial advice through technology. We partner with businesses of all sizes who share our ambition to simplify, streamline and digitise financial services in the mortgage and wealth markets. All our partners are different, so our technology can be customised to meet both the needs of the business and the needs of the client. As such, we need talented people to join our growing team and are excited we have new opportunities to do so. We are now looking for a First Line Support Agent to join our team. Your responsibilities will include: - Ensure enquiries are acknowledged and resolved within agreed SLA's and within company standards. - Answer internal and external partners and customers questions and enquiries, referring to the appropriate areas of the business for those outside of the employee's responsibility, knowledge or skills. - Conduct in-depth and complex investigations and analysis including integrations to resolve customer enquiries. - Navigate through all aspects of Finplan with competence, with full understanding of the implications of data field entries. - Understands and is fully competent (or will become fully competent) in all relevant aspects of Wealth Management to assist in supporting our customers. - Report any inaccuracies or issues in data, processes, systems to the appropriate teams/management for their resolution following the relevant procedures. - Report all feedback and suggestions about the system by logging these accurately as instructed by the Product Management team. - Maintain and update the relevant systems to record all activity and resolutions in line with procedures. - Ensure the customers' experience is always positive by building sustainable relationships of trust through open and interactive communication. - The above is not an exhaustive list of duties and you will be expected to perform additional or other duties as necessary to meet the needs of the business._ About you: - You will have:_ - GCSE in English and Maths at grade C or above - Experience in providing customer support - Experience of investigating issues - Excellent customer support skills - High level of attention to detail - Excellent written and verbal communication skills Although not an essential experience in the below areas would be desirable: - Working with financial services software - Working within the financial services sector **Benefits**: You'll be joining a company who looks after their people, Twenty7tec is currently ranked as a "Best Technology Company" to work for and also hold a Best Companies "Very good company to work for" official accreditation. - Annual bonus (performance-based) - Flexible working location (hybrid) - Increase on length of service up to a maximum of 28 days holiday plus bank holidays - Pension scheme - Death In Service insurance - Financial coaching and salary advance platform - Cycle to work scheme - Learning and development opportunities including a Udemy for Business Licence - Wellbeing programme, including access to Mental Health First Aiders. - Health care plan (dependent on length of service) - Dog-friendly office - In-person and remote social events throughout the year About Us The power and benefits of great financial advice are unquestionable. Twenty7tec, through our Velocity platform, is committed to designing and building exceptional technology, that supports mortgage, protection, and wealth advisers in delivering exceptional client outcomes. Our technology is used by advisers, lenders, product providers, and financial institutions to underpin the effective delivery of financial advice to millions of consumers in the UK. On a daily basis, over 16,000 mortgage, protection and wealth advisers utilise our Velocity platform. Twenty7tec is rated “Very Good to Work For” by Best Companies, is in the Top 50 Technology Sector companies, and Top 75 in the South West region. Recruitment Process Applications for this role may require a short online assessment to establish competency in certain skill areas. If you are invited to an interview, this may be carried out at our Bournemouth office, or online via a video call depending on your location. Interviews are conducted with the line manager for this role. A second interview may be required depending on the specific job role and may be attended by a member of senior management where required. Don’t worry though, we’re all very friendly **Job Type**: Permanent **Salary**: From £20,500.00 per year **Benefits**: - Casual dress - Company events - Company pension - Cycle to work scheme - Gym membership - Private medical insurance - Referral programme - Wellness programme Schedule: - Monday to Friday Supplemental pay types: - Performance bonus Ability to commute/relocate: - Bournemouth: reliably commute or plan to relocate before starting work (required) **Education**: - GCSE or equivalent (required) **Experience**: - Customer support: 1 year (required) Work Locati