Customer Service Advisor Pensions

Ashton Recruitment is recruiting on behalf of our client for Customer Service Advisors to join their Life & Pensions operation in Romford.

Customer Service Advisor - Life & Pensions

Location:

Romford, Essex
Job Type: Full-time, Permanent

This is an excellent opportunity for someone with customer service or contact centre experience who is looking to build a long-term career within the financial services industry.

You will be responsible for supporting policyholders, IFAs and third parties with enquiries relating to Life & Pensions products, providing clear and accurate information while delivering a high standard of customer service.

No previous Life & Pensions experience is required.

During your first year, you will be fully funded and supported to study towards the Chartered Insurance Institute (CII) Life & Pensions Foundation qualification.

Study support will be provided alongside your role, and successful completion of the qualification will also result in a salary increase.

This makes the position an excellent entry point for candidates looking to develop a career within financial services, pensions, insurance or regulated customer operations.

• Handle enquiries from policyholders, IFAs and third parties by telephone
• Provide clear, accurate and professional information in plain English
• Aim to resolve customer enquiries at the first point of contact wherever possible
• Deliver excellent customer service while focusing on positive customer outcomes
• Manage inbound and outbound calls in line with agreed quality and productivity targets
• Take ownership of customer enquiries and keep customers informed of any delays
• Accurately record all customer interactions on internal systems
• Identify and resolve complaints where possible or escape them to the appropriate team
• Work within regulatory and company procedures, including anti-money laundering and data protection requirements
• Recognise potential fraudulent activity and escalat concerns appropriately
• Work to individual and team KPIs covering quality, productivity and customer service
• Participate in team meetings, training and development activities
• Support wider projects where required
• Treat customers fairly and ensure communications are clear, professional and jargon-free
• Maintain high standards of data security and confidentiality

• Previous experience working in a customer service environment
• Confident and professional telephone manner
• Strong verbal communication skills
• Good listening and questioning skills
• Comfortable working towards quality and productivity targets
• Computer literate and confident learning different systems
• Strong attention to detail
• Ability to communicate clearly and explain information in an easy-to-understand way
• Self-motivated with a willingness to learn and develop

• Previous experience within a contact centre or call centre
• Experience with in financial services, insurance, banking or pensions
• Experience working in a regulated or target-driven environment

You will be a confident communicator who enjoys helping customers and taking ownership of their enquiries.

You do not need previous Life & Pensions experience, but you should have a genuine interest in developing a career within financial services and be willing to complete the funded CII qualification.

Previous experience as a Customer Service Advisor, Call Handler, Contact Centre Advisor, Customer Support Advisor or Insurance Customer Service Advisor would be particularly relevant.