What You Will Get To Do:

As the first point of contact for inbound customer calls, you will play a vital role in delivering exceptional customer service. This is a key position in supporting our customers and offers a fantastic opportunity to gain insight into Managed Fund Administration services, laying the foundation for a rewarding long-term career in financial services.

You will ensure high-quality service delivery through professional written correspondence while actively building rapport and maintaining strong relationships with advisers and investors. This role requires active monitoring of service inquiries—via phone or written communication—to ensure client response times are met or exceeded, identifying and addressing any issues, and escalating to management as needed.

By serving as an ambassador for the organisation, you will contribute to a positive customer experience and represent our commitment to excellence.

• Responding to incoming calls, emails, and messages, providing efficient and professional assistance to customers.
• Identifying customer requirements and recording information accurately in computer systems.
• Resolving queries and escalations within agreed timeframes, adhering to escalation procedures at all times.
• Making outbound calls to investors and advisers, fostering direct communication and strong relationships.
• Monitoring and addressing queries in client mailboxes and workflow systems promptly.
• Liaising with advisors and investors to fulfil service and processing requests within SLA commitments.
• Developing a thorough understanding of our offerings and services to ensure accurate and insightful assistance.
• Maintain high client satisfaction levels, measured through feedback and RAG status reports provided monthly by clients.
• Achieve agreed client service metrics, including:
  • Average speed of answer
  • Abandonment rate
  • Grade of Service (GOS)
  • Delivery of accurate and timely reporting
• Provide timely and effective support to both internal and external clients.
• Ensure strict adherence to compliance requirements, avoiding any evidence of personal or general advice.

What You Will Bring:

• Communicates professionally and proactively, understanding issues from the customer’s perspective, with excellent interpersonal skills.
• Previous experience in a customer service or contact centre role is required.
• Previous experience in the financial services industry is advantageous.
• Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products.
• Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance.
• Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure.
• Strong active listening skills with a willingness to provide support and assistance to clients in distress.
• Previous experience in complaints handling is highly desirable.
• Demonstrates a quick ability to learn and navigate in-house systems and databases effectively.
• A motivated team player who thrives in a collaborative environment and adapts to changing priorities with ease.
• Exhibits excellent written and verbal communication skills.
• Maintains a high level of accuracy and attention to detail in all tasks.
• Knowledge and experience with AML/KYC processes is advantageous.
• Proficient in Microsoft Office Suite, ensuring efficiency in daily operations.
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