The purpose of the Client Services team is to be the lead point of telephone and email contact for
clients and prospects needing our advice and services. The team manages both our inbound and
outbound customer service and campaign requirements, booking appointments for our Advisers and
are the first line response for answering any questions our customers have.
Summary of Job Purpose
Working as part of the Client Services team, the purpose of the role is to manage inbound and
outbound calls and book appointments, as well as respond to customer questions, resolve their
issues and guide them to the appropriate service or point of contact. In addition, responding to
customer emails that require follow up.
Types of enquiries include:
- Existing clients and pension scheme members wishing to arrange an appointment with an
Adviser.
- Orphan clients with queries relating to previous business we have carried out with them.
- Outbound compliant calls with clients and prospects after the launch of a campaign to book
appointments.
- Rearranging existing appointments.
- Fielding any queries to be dealt with by other departments, such as Administration or our
Customer Relations team.
- General calls into the Company.
This role is expected to make a number of calls and appointments. These calls will be a mixture of
outbound and inbound calls.
Organise and manage time to ensure delivery of agreed accountabilities to meet both business
and customer expectations.
- Delivery of own appointment workloads and targets.
- You will be expected to be able to report on your performance, highlighting any areas of you
have encountered that may require a different approach or training.
- Accuracy of recording call activity is paramount with a clear audit trail of all work completed.
Planning and Reporting
- Organise and manage time to ensure delivery of agreed accountabilities to meet both business and customer expectations.
- Delivery of own appointment workloads and targets.
- You will be expected to be able to report on your performance, highlighting any areas of you have encountered that may require a different approach or training.
- Accuracy of recording call activity is paramount with a clear audit trail of all work completed.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.