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Retirement Solutions- Client Service Associate

Location: TONBRIDGE, KENT Salary: 21500.00 - 24000.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: 1
Posted: 12 months ago Reference: 3040974
JOB TITLE: Retirement Solutions- Client Service Associate
LOCATION: Tonbridge
SALARY: Up to £21,500 - £24,0000 per annum + competitive benefits package
CONTRACT TYPE: Permanent or 12 month FTC
WORKING HOURS: 35 hours, Mon - Fri shifts between 8am - 5pm(i.e. 8am-4pm, or 9am-5pm or 10am-6pm)
TRANSPORT LINKS: Free on site parking, or free corporate service running from Sutton and Redhill stations taking circa 10 minutes
OVERTIME: There are also opportunities for overtime and to work one Saturday in four during busy periods, this is remunerated with time and a half pay and a weekend working allowance of £350.

Key Responsibilities
• Take incoming phone calls within agreed performance and quality standards
• Making outbound calls to resolve customer queries in a timely manner
• Demonstrate high levels of customer focus
• Ensure calls are resolved to the satisfaction of the customer.
• Remain highly motivated and focused towards achieving set individual, department and company performance goals
• Always interact in a friendly and professional manner – making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate
• Explain relevant products and procedures clearly and simply whilst promoting brand values
• Making outbound calls to customers and/or IFA’s to promote additional products and services and/or seek feedback
• Recognising ‘key signals’ from customers or enquirers so as to proactively promote our products and services
• Proactively develop an awareness of the regulatory environment, our “Treating Customers Fairly” framework, and the impact this has on the delivery of customer service solutions, including situations which require the correct escalation of a complaint
• Complaint handling
• Develop a strong understanding of products, procedures, systems and customer needs through receiving relevant training.

Experience and Qualifications Required
• Have proven customer service or sales experience
• Ability to communicate clearly and articulately
• Proven previous financial services experience/knowledge
• Ability to listen and question effectively
• Comfortable in working in a structured environment
• Confident and enthusiastic manner on the phone
• Analytical, excellent attention to detail and accuracy
• Demonstrate flexibility
• Previous experience of working with IT systems and/or web applications
• Ability to work well under pressure and to take initiative to escalate issues as appropriate
• A positive attitude at all times, approachable and professional

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