Customer Experience Executive

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction Core Responsibilities: Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards. Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards. Respond to basic queries referring to senior colleagues where appropriate. Contribute to the completion of the team’s workload. Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service. Undertake duties at a similar level as required. Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times. Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators. Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure. Ensure that all work is undertaken within the quality system. Ensure that work and ethetics comply with all security arrangements both physical and information. Suggested Performance Measures: Timely completion of own work / contribution to team workload Meeting targets for accuracy, quality and agreed service levels Satisfactory resolution of queries Adherence to procedures and regulations Contribution to continuous improvement Ongoing development of own knowledge and skills Demonstrate willingness to contribute to team beyond own immediate tasks Quality of support given to colleagues Development of technical knowledge and skill Contribution to target achievement and team goals Successful delivery of task Key Competencies: Provide exemplary customer service to our customers Deliver quality to our customers Drive to improve results and standards Working together Taking ownership and responsibility Leadership Technical proficiency Skills: Oral Communication: Uses clear and concise speech to out message across effectively Grammatically correct Written Communication: Selects appropriate information to complete standard letter. Produces accurate and legible written work at all times. Self / Work Organisation: Uses straightforward personal planning to organise own work effectively Knows where to find things and adheres to deadlines Keyboard / Software Organisation: Uses a keyboard on one or more systems, understanding functions for producing a range of outputs Organisational Awareness: Has an understanding of the main activities of own business unit/area. Procedural / Product / Specialist Knowledge: A good understanding of specified products, routine tasks and procedures within own team, including some non-routine activities. Where appropriate is aware of regulatory practices and constraints which impact on own work. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.