Job Description

Responsible for providing Private Clients with expert service for all queries relating to their account and their transactions. Ensuring customer queries are resolved efficiently and that clients have a positive experience in all interaction with our client.

Customer Service

• Initially deal with all customer queries through our various support channels, resolving queries at first point of contact wherever possible.
• Initially deal with business generated chases for information.
• Ensure all customer communications are logged appropriately and referred to other business units where required.
• Take personal ownership over the customer experience.
• Ensure customers are handled efficiently, within agreed SLAs and to the satisfaction of the customer.

Customer Loyalty

• To speak positively and enthusiastically about the company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues.
• To provide professional, effective and consistent communication to internal and/or external customers to meet customer expectations and increase brand loyalty.

Knowledge and Experience:

• Experience in a Customer Service/middle office role is desirable but not essential.
• Working within a multichannel environment (e.g. telephone, email, face to face) is desirable but not essential

Personal Attributes:

• Approachable and personable
• Positive demeanour
• Professional
• Takes initiative
• Enjoys working as a team
• Calm under pressure and enjoys a fast paced environment

Required Knowledge, Skills, and Abilities

Clear written and verbal communication skills Excellent listener Good organisational skills notably prioritisation Strong numerical skills IT literate, good with word processing, spreadsheet and email packages › Excellent attention to detail