Customer Operations Consultant

Job Description

Vitality, Customer Operations Consultant, Croydon, £Competitive plus bonus and benefits We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we’re out to make the world a healthier, happier place.That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: complimentary breakfasts; regular onsite physical and mental wellness workshops; on-site health checks; annual flu jabs and access to our full range of partners and rewards.It’s what we call offering shared value, because a healthy, happy team is good for us, good for our members and good for you.As ourCustomer Operations Consultant, you will get the benefits our members enjoy, including- Our award-winning private Vitality Health insurance + wellness incentive programme- Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Champneys Spa days, half price gym memberships, Disney Store discounts to name a few!- Personal health fund + Life Assurance- Stakeholder Pension Plan with employer contribution- 25 Days annual leave + Bank holidays + option to buy and sell 5 more.- Flexible benefits package- Internal incentives, competitions and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime- A genuine opportunity to grow and establish a long-term careerAs our Customer Operations Consultant your responsibilities will be threefold; to help the project build and maintain a market leading platform, to establish the Vitality Invest Operations Team as a centre of excellence & providing a superior level of customer service to internal & external customers through market leading service and support. You will play a key role in developing and maintaining relationships with independent financial advisers while ensuring set Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) are achieved.Responsibilities as our Customer Operations Consultant: - Support & drive project deliverables and cycles in conjunction with the business roadmap- Build relationships with adviser firms and all investors by answering calls promptly & providing them with high quality service- Take personal ownership and responsibility for resolving enquiries from clients promptly, doing necessary investigations and corrections- Develop and manage relationships with the financial adviser firms and their customers- Review, develop, test and implement changes to procedures and working practices in line with programme delivery- Provide outstanding customer service at all times and ensure net promoter scores are in line with service level agreements- Understand business risk appetite and work within the limits at all times- Adhere to all relevant FCA & compliance requirements and monitor changes regularlySkills and experience required to become our Customer Operations Consultant:Essential- Operational Customer Service experience- Strong Operations experience- In depth knowledge of the Financial Services industry and wealth management products including Pensions & ISAs.- Knowledge of Unit Trusts, OIECs, ETFs and equities, etc.- Experience dealing with IFAs and financial services brokerages and managing relationshipsDesirable- Financial and/Investment qualifications such as CF1, FA2, IOC, IMC, IAQ etc- Degree or equivalent in Business or Management- GBST or wealth platform experience- Noble system/IVR system experienceClosing Date: Thursday 6th August 2020Working for Vitality, youll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.If you feel you have the skills and experience to become our Customer Operations Consultant, thenplease click ‘apply’ today.