Customer Service Advisor – Life & Pensions

Customer Service Advisor – Life & 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.

Training & Career Development

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.

Key Responsibilities

• 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 escalate them to the appropriate team
• Work within regulatory and company procedures, including anti-money laundering and data protection requirements
• Recognise potential fraudulent activity and escalate 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

Essential Criteria

• 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

Desirable

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

The Ideal Candidate

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.

If you have strong customer service experience and are looking for an opportunity to build a career within financial services, apply today through Ashton Recruitment.

Ashton Recruitment is acting as a Recruitment Agency.

Job Features

Job Category

Admin, Finance & HR