BDM Recruitment is looking for a Customer Liaison Officer, you'll be a key communicator promoting our clients brand and services. Your role involves building and maintaining long-term relationships with their key customers to generate business opportunities. You'll identify growth opportunities through their CRM system, ensuring maximum client satisfaction through strategic and analytical thinking.
Your main responsibilities will include engaging with customers to understand their needs, matching them with the clients latest products and services, and increasing sales by upselling or cross-selling. Excellent communication skills and a positive attitude are essential for success in this role. It is very telephone heavy and is suitable for someone working towards CeMAP.
**Key Responsibilities:
- Manage Remortgage Leads: Ensure weekly, bi-weekly, and monthly emails are sent, and clients are contacted within agreed timeframes to maximize appointment numbers.
- Maintain Accurate Records: Track booked appointments and manage client databases, including removal requests.
- Client Nurturing: Stay in touch with clients to assist their journey and pass leads back to advisers when clients are ready to proceed.
**Knowledge & Understanding:
- Financial Services Market: Broad understanding of the market structure, including financial advisors, product providers, customer outcomes, support services, and platforms.
- Regulatory & Compliance: Knowledge of the financial services regulatory framework, ethics, and key advice principles.
- Products: Understanding the purpose and technical content of financial services products and services.
- Systems & Processes: Awareness of all required systems and processes and how they fit within the company and industry.
**Professional Skills:
- Quality Service Delivery: Deliver excellent service to customers, colleagues, and advisors, adhering to 'Treating Customers Fairly' principles.
- Customer Communications & Relationships: Develop effective relationships, handling issues through verbal, written, and IT skills.
- Team Working & Collaboration: Support colleagues and collaborate to achieve results.
- Planning & Prioritising: Analyze and plan to deliver good business outcomes.
- Using Systems & Processes: Adhere to systems and processes with proficient IT skills.
- Record and Document Production: Produce accurate records and documents, manage mortgage applications, and handle confidential information.
**Professional Behaviours:
- Maintain a professional demeanor, respect diversity, and adhere to the code of conduct.
- Show integrity, reliability, self-motivation, and a positive attitude.
- Take responsibility for work, accept feedback positively, use initiative, and show resilience.
- Be truthful and sincere, doing the right thing even when challenging.
- Handle changing priorities effectively.
- Show drive and energy in all tasks.
- Ensure high-quality work completion, manage time effectively, and show commitment to development.
**Qualifications, Skills & Experience Requirements:
- GCSE or equivalent in English and Maths.
- Excellent interpersonal and communication skills.
- Proficient in Microsoft applications and CRM management systems.
- Superior product knowledge.
- A team player with a focus on customer satisfaction.
- Advanced administration and/or soft sales experience.