Customer Support Specialist

About The Role

We have an exciting opportunity for a proactive, customer-focused individual to join us as a Customer Support Specialist within our Advice & Direct department. Within this fast-paced role, you’ll proactively contact prospective clients and customers to provide a high-quality triage service. You’ll accurately complete pre-qualification calls in line with standards set by the business, identifying the most suitable A&D service and directing them as required, dependent on customer need.

You’ll also book appointments where necessary, competently manage your own workload and be accountable for maintaining contact with prospective customers, delivering timely updates and ensuring information recorded is accurate and GDPR-compliant. We offer a flexible hybrid working model, but office attendance will be required when there is a business need.

• Be an excellent communicator, with strong organisational skills and the ability to independently manage workload.
• Be resilient, with a real drive to succeed and develop within the role.
• Consistently demonstrate strong listening skills and the ability to identify products that may be relevant to specific customer requirements.
• Have experience of working within a fast-paced, sales-focused environment with an understanding of KPIs.
• Showcase strong influential and negotiation skills, while always maintaining a high level of customer service and a focus on positive customer experience.
• Possess good numeracy and IT skills.
• Be self-motivated and accountable for achieving targets.
• Have an eye for accuracy and detail.
• Have obtained CF1 qualification or similar (desirable, but not essential).
• Always strive to do the right thing, focusing on the importance of the customer journey and representing the company in a positive and reliable manner.

• Engaging with new and existing customers via outbound calls or digital channels, with the aim of discussing product needs, introducing LV= and providing accurate and clear project information, advice and possible solutions.
• Transferring calls to the relevant business advisors / departments where required.
• Booking appointments for advisors with potential or established clients and customers, in accordance with agreed KPIs.
• Agreeing suitable next steps for prospective customers and providing an informed handover to the correct colleague/department by completing client pre-qualification calls for the Advice & Direct business area.
• Maintaining and updating back-office systems to ensure data and MI is correct.
• Accurately capturing relevant customer data to enable a detailed referral to a financial adviser, while always adhering to GDPR policies.
• Proactively contacting warm leads to identifying which service or solution would be the best option for them.
• Taking inbound calls and responding to any emails.
• Consistently meeting call standards defined by the Operations Manager/ Compliance team to deliver positive customer outcomes.
• Developing your knowledge of the financial services market, ensuring that changing needs of members are met appropriately.
• Accurately analysing MI and use this to improve your performance.
• Working to achieve your individual objectives and the delivery of the business plan, plus contributing ideas and initiatives to the business to increase profitability.

This role is a Band B in the LV= salary structure.

Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.

• 26 days' holiday – increasing after two years of service to 28 days
• The opportunity to buy or sell up to five days of holiday
• An annual bonus scheme based on company and personal performance
• Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance
• Competitive pension scheme – LV= Life and Pensions will double‑match the amount you pay, up to 14% (subject to National Minimum Wage requirements)
• Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to…