Client Service Officer, Client Support

The Role

The Client Service Officer, Client Support will support a team to work efficiently and produce a high service level to our clients to maintain and retain their business.

The focus will be to follow the processes and procedures to execute client requests and instructions. The role requires high levels of engagement with clients, distribution partners and service providers. The post holder is required to contribute in a positive manner to the team with an aim to achieve overall objectives and deliver an excellent customer experience.

As the Client Service Officer your role is critical in delivering an efficient and effective outcome to our clients, distribution partners and service providers. You will have responsibility to engage and follow up on a variety of client related cases.

This position reports to the Team Leader, Client Support.

Key Duties and Responsibilities

The post holder is required to:

• Deliver on Service standards as per established Service Model for the function.

• Ensure adherence to processes and address/raise issues that need attention.

• Work proactively with other business functions and stakeholders.

• Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes.

• Undertake and participate in relevant departmental meetings.

• Periodically review work being undertaken to check for adherence to policy and procedures, check quality of work.

• Ensure complaints, errors and omissions are dealt with as per company policy.

• Daily monitoring of progress of assigned cases.

• Dealing with assigned outstanding cases and action regular follow up to ensure progress.

• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function.

• To assist and undertake case work as required in the function.

• Contribute to staff training programmes.

• You will take part and actively contribute to the weekly Team Meetings.

• Please be advised that the Team Leader will be responsible for allocating workloads, with the support from the Senior Officer.

• From time to time you may be required to perform other reasonable tasks within the scope of your role to support the business.

Competencies

The post holder should have;

• Strong organisational and administrative skills.

• Ability to work as part of a team and positively influence and contribute to the team.

• Good communication skills over the phone, in person and comfortable using video technology to engage with clients and colleagues.

• Ability to work with confidential and sensitive data.

• Good time management.

• Ability to work under pressure and multi-task.

• Experience of working in and maintain good client relationships and delivering good service.

• High level of commitment and positive attitude.

• Exercise the highest ethical and safety standards when conducting your work, particularly where other people are involved.

• Be energetic in your approach to performing a service to the Company.

• Be attentive to detail and work methodically and accurately.

• Exercise the utmost good faith towards the Company both in carrying out your duties and in all of your dealings with the Company and its clients and/or its suppliers.

• Possess excellent communication skills.

• Present yourself professionally to fellow employees and clients of the Company.

• Use your initiative.

• Be able to work independently as well as part of a team.

• A willing and flexible attitude to working hours to support team and business needs, as required.

Key Performance Indicators

• Service delivery on operational tasks – measured by meeting agreed service standards and any relevant feedback (may include satisfaction surveys) from clients/IFAs/OTAP team.