To work collaboratively with colleagues and take personal accountability to maintain and enhance controls.
To achieve and attain competency in accordance with the T&C Governance scheme.
Case management and ownership in handling general customer/advisor enquiries and requests.
To provide accurate and straight forward information to our customers via the most appropriate channel (telephone, email or webchat).
To keep up to date with process and pensions knowledge.
To set up new customers in a timely and affable manner, ensuring payments are accurate and in line with company policy.
Risk Management against standards and highlighting or escalating risk and discrepancies.
Knowledge Management – keeping up to date with processes, rules and products.
Educating Advisers and Customers of the benefits of Digital Account.
Identifying failure demand and opportunities for continuous improvement.
To provide investment related, banking & reconciliation administration support, ensuring all transactions are completed with precision and is in line with SLAs.

Experience of working with Bonds or Annuities desirable.
Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need.
Ability to connect, build rapport where appropriate and deliver a service that delights the customer.
Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs.

As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.

Customer Service Executive

Key skills