Customer Solutions Specialist

Job Description

Location You will be based at our spacious and comfortable offices located on Thorpe Park in Leeds (LS15) for 1 to 2 days a week and the rest working in the comfort of your own home (laptop and screens provided). You can work in the office full time if you wish.Our offices are a short walk from The Springs shopping centre, at Thorpe Park, Leeds, with excellent transport links from surrounding areas and free private on-site parking. Salary & Bonus: (Its Uncapped) This role has a basic starting salary of £19,000 per annum with a salary progression scheme up to £30,000 basic.Its not uncommon for you to move up the banding structure within 3 to 6 months. The banding structure is based on KPIs, which mean if youre performing well, you can move through them quickly - weve seen some of the newer AP family move to a £23,000 basic within a short space of time. Our industry leading banding structure means that you have the opportunity to have a performance-based pay review every quarter!We are very proud of the bonus structure we offer, which is uncapped and set with achievable KPIs. The average bonus for the past 5 months for existing staff is £730.66 this means that in this role we would expect you to achieve an overall salary including OTE OF £29,768 per annum.*Taken from payroll data of 38 Customer Solutions specialist over the period of Jan 2022 > May 2022. Why you should choose Age Partnership: When joining Age Partnership, youre joining a family of people, we understand that family and outside work commitments are important, just as much as work.We try and tailor colleagues shifts to an "open" approach. For example, we try to make shift swaps easy between colleagues. Our scheduling team will work with you to cater for your lifestyle and offer regular overtime if you wish to take advantage of this.We will provide 5 weeks notice of shifts. The successful applicant must be fully flexible and available to work weekend shifts if required. Shifts: You will be contracted to 37.5 hours per week, between the hours of 8.00am & 9pm, Monday to Saturday which is a mixture of 2 lates and the rest early shifts.You will be required to work 1 in 3 weekends, you will be provided with a day off in Lieu during the week. This will also include a 9.00am-5.30pm shift on a Sunday which are usually only once every quarter. How you can develop: To help you develop through your career with us we will do the following:

• 1 to 2 coaching sessions a month with your line manager
• 121 sessions with your line manager
• Regular feedback or feedforward on whats going well and areas of improvement
• When you first enter the AP doors, youll come into our Development Centre where James (our Development Manager) will guide you through to competence before joining your Customer Solutions team

If you see yourself as a future Equity release specialist, Mortgage advisor, pension specialist, we will help you get there. We have purpose-built development routes that springboard those that that want to develop into new roles. Our commitment to helpingaid development doesnt stop there - If you want to take your Mortgage and Equity Release qualifications we will fully fund them along with time off the phone for self-development. What will you be doing: The role consists of handling a mixture of Inbound and Outbound customer calls. You will be talking to potential clients about their interest in Equity Release, Pensions or Mortgages. Once you feel the customer is engaged in the relevant product, you willuse our conversational tool to qualify them and pass them to one of our advisors. If you feel like this job sounds like something you could do, we would really like to hear from you and tell you more about it! Culture CommitmentsSupport

• Be Respectful - Treat customers and colleagues at all levels with dignity and respect.
• Collaborate & Share - Be generous with your time and ideas, working with and for the wider team.
• Show awareness - Be aware of how your actions and behaviours affect customers, colleagues and the business.
• Appreciate others - Recognise the contribution made by every colleague to the success of our business.

Improve

• Be Accountable - Take responsibility for your actions and learn from any mistakes.
• Embrace Change - Treat change as an opportunity to improve, welcoming new ideas and ways of working.
• Commit to Development - Take responsibility for your personal development and that of the business.
• Be Courageous & Honest - Speak up for what you believe in and welcome the opportunity to give and receive constructive feedback.

Deliver

• Keep Your Promises - Do what you say youll do, when you say youll do it.
• Focus on Solutions - Show resilience and determination, focusing on the solution not the problem.
• Go Above & Beyond - Always aim to exceed expectations, giving your very best to every customer and colleague.
• Be Proud & Lead By Example - Take pride in yourself and your work, acting as a positive role model for others.