Broker Support Associate

Job Location	Earlsfield
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent , full-time

Job Description

The VacancyOVERALL SUMMARYAt Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you dont tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your workand home life. Join Close Brothers Finance Team where you will be responsible for the first-time resolution of inbound intermediary contact by offering exceptional Customer Service. Working as part of the Broker Support team our ideal team member will have previousexperience in customer service with excellent communication skills. RESPONSIBILITIES

Owning and driving resolution over the phone with our internal and external customers.
Achieving top quartile Customer Satisfaction/Quality scores.
Responding to all inbound calls adhering to set targets (daily, weekly and monthly).
Updating all system notes at the end of the call ensuring they meet the departments required standards.
Ensuring Close Brothers Finance maintains compliance with all applicable regulation. This will include ensuring Close Brothers Finance is always compliant with the FCA and PCI principles and internal procedures for Treating Customers Fairly.
Adhering to the Complaints management process and adopting a proactive approach to problem solving to prevent escalations.
Be a team player and participate in employee recognition programs.
Participating in testing new system changes as and when required.
From time to time carry out any other additional duties that may be required.
Contribute to the overall Customer Services strategy and operational deliverables by taking ownership of your own workload in a fast-paced environment.
Ensure you personally demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment.
Adopting a professional manner in all interactions with internal and external customers

Risk & Compliance:

Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

Excellent communication and customer service skills.
Exceptional verbal, written and interpersonal skills
Ideally previous customer service experience
Educated to GCSE Grade C and above for English and Maths or equivalent

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/ARE:

Contact Centre Experience
Experience within a customer services-based environment, preferably within the financial sector or a regulated industry
A Level standard or equivalent

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application formin an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back. ABOUT USFor roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purposeis to help the people and businesses of Britain thrive over the long term. To find out more about Close Brothers, please visit our careers page: https://careers To find out more about life at Close Brothers:https://life-close-brothers#374017299-899295541 To find out more about our benefits:https://employee-benefits To find out more about our commitment to creating an inclusive environment:https://inclusion

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