Client Services Administrator/call Handler

**Job Profile**

**Job Title **Client Services Administrator (Call Handler)

**Department **Administration

**Reporting to **Call Handling Team Leader

**Job Mission**
To assist in the provision of excellent Customer Service to ensure the successful outcome of all telephonic and written correspondence for our client products.

Work with Manager and Team Leader on efficiency gains and also at reducing errors and breaches by ensuring procedures are adhered to at all times.

Ensure all relevant regulatory requirements are met including the FCA’s Conduct Rules and Principles.

**Competencies required upon recruitment**

Minimum 1‐2 years’ experience within the Financial Services Industry.

Minimum 2 year's experience of working within a fast paced Customer service centre taking a high volume of calls each day

Operational Excellence
Works to a high standard and continuously seeks opportunities to enhance personal performance, process/systems/service improvements within the call handling role.

People
Demonstrates integrity, respect, teamwork and effective communication skills with people at all levels.

Commitment
Displays willingness, enthusiasm and flexibility to task completion.

Quality
Pays attention to detail, completes tasks in a timely manner, consistently produces quality outputs

Risk
Adverse to risk taking and understands Risk Analysis to avoid undue risk to the business.

Security Awareness
Has a thorough understanding of Data Protection and other forms of protection of data or assets within an organisation.

**Primary Job Objectives**

1. To undertake work allocated by the Team Leader providing a first class service to clients in response to enquiries or instructions by telephone

2. Maintain effective and efficient work processes as agreed with the Team Leader and ensure compliance with regulatory and client requirements.

3. Undertake training, as agreed with the Team Leader.
4. Work towards agreed objectives as agreed by the Team Leader.
5. Maintain any control systems and ensure the accuracy and quality of the work given by the Team

Leader.
6. Provide an excellent standard of service and continually meet performance measurements as outlined in your performance management document
7. Compile any management information for internal reporting as required by the Team Leader.
8. Deal with correspondence to and from clients as necessary, bringing any issues to the attention of the Team Leader.
9. Deal politely with clients on the telephone and escalate any difficult conversations to the Team

Leader as necessary.
10. Ensure the Team Leader is informed on all issues arising at all times.
11. Support and work in accordance with OPAL’s ISO27001 and TCF policies and procedures
12. Achieve and succeed service standards on call answering and missed calls.
13. Comply with legislative and regulatory requirements, e.g. data protection, money laundering, FCA rules, treating customers fairly
14. Work as part of a team, assist colleagues if directed and escalate all issues to your Team Leader as appropriate
15. Ensure high levels of flexibility within the company as and when required
16. Adopt the ISMS culture, adhere to the Company objectives and uphold all security measures in place to maintain ISO27001 accreditation.
17. Fully understands the complaints procedure adheres to our regulatory guidelines.

**Secondary Job Objectives**
- Process general administration, policy amendments, death processing, maturity processing and new business inputting in a timely and accurate manner

**Additional Knowledge Required To Become Fully Competent**
- Working knowledge of ISA administration processes
- Working knowledge of Protection products
- Working knowledge of Bonds and securities
- Working knowledge of Structured Products

**Essential Knowledge and Experience Required At Recruitment**
- Minimum qualifications of GCSE standard or equivalent (Level B and above)
- Experience of at least 1 year within administration
- Good inter‐personal, organisational and communication skills
- Ability to work to tight deadlines in a pressurised and fast moving environment
- Ability to adapt to change with a flexible approach
- Strong communicational skills and good attention to detail
- Proficient in Microsoft Excel and Word

Output Responsibility
- Compliance with industry and statutory regulation
- Comply with company procedures
- Comply with SLA’s
- Comply with all regulatory and legal requirements
- Responsible for complying with working practices and procedures
- Responsible for accurate and efficient processing

This is a brief and concise description of the job’s principal duties and responsibilities.

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

**Salary**: Up to £24,000.00 per year

**Benefits**:

- Company pension
- Life insurance
- Sick pay

Schedule:

- Monday to Friday

Work Location: In person