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| Job Location | Farnborough |
| Education | Not Mentioned |
| Salary | £20,000 - £235,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Summary of Job Purpose for Call HandlerWorking as part of the Client Liaison team (currently a team of six), the purpose of the role is to manage inbound and outbound calls and book appointments, as well as respond to customer questions, resolve their issues and guide them to the appropriate service or point of contact. In addition, responding to customer emails that are sent into the Client Liaison team that require follow up.Full-training will be provided with regard to the role and any necessary technical knowledge.Types of enquiries include:· Existing clients and pension scheme members wishing to arrange an appointment with a financial adviser.· Orphan clients with queries relating to previous business we have carried out with them.· Outbound GDPR compliant calls with clients and prospects after the launch of a marketing campaign to book appointments.· Rearranging existing appointments.· Fielding and queries to be dealt with by other departments, such as Administration or our Customer Relations team.· General calls into the Company.This role is expected to make a number of calls and appointments. These calls will be a mixture of outbound and inbound calls. Accountabilities Call Handler1. Work as part of a team receiving inbound and outbound calls from clients, prospects and pension scheme members wishing to book appointments or to be provided with pension related information, responding to customer questions, resolving issues and guiding them to the appropriate service or point of contact.2. Outbound GDPR compliant calls with clients and prospects after the launch of a marketing campaign to book appointments.3. Generating required number of quality appointments (i.e. where there is a genuine need for our advice) to clients and prospects.4. You will be expected to be able to report on your performance, highlighting any areas of you have encountered that may require a different approach or training.5. Comply with all mandatory fields on scripts, as well as accurate recording and reporting on all call activities within our back office system. Accuracy of recording call activity is paramount with a clear audit trail of all work completed.6. Ensure that policies, processes, regulatory guidelines and quality assurance requirements are met.Experience for Call Handler· Financial Services experience is essential preferably obtained in a life and pensions environment.· Experience of working in a fast paced and targeted environment.· Business development or customer services experience.Qualifications· GCSEs in Maths and English, grades A*-C/9-4· Desirable but not essential to have a degree (or equivalent level) in a Business related discipline. · Desirable but not essential to have or be working towards financial services qualifications Required skills
Keyskills :
call centre and financial services