To assist the Manager & Supervisor with the operations of the Welcome & New Business Teams, to effectively deliver a direct service to clients, both internal and external by the processing of all requests within specified servicing times.

This is a senior role with the expectation of being actively involved in ensuring overall team service standards are achieved, maintained and improved upon in accordance with operational plans and objectives for the company.

Key Responsibilities

• Excellent written and verbal communication skills internally and externally.
• Excellent attention to detail, and administrative accuracy.
• A strong understanding and ability to perform all team processes and procedures to a high level of accuracy.
• Willing to pick up and assist with the more complex work items, with assistance from the Supervisor.
• Ability to identify problem areas and offer various solutions wherever possible.
• Responsibilities for allocation of daily work (including post)
• Assist the Supervisor by monitoring the team workload throughout the day, raising any concerns where workloads are particularly high and the ability to prioritise work and ensure deadlines are met.
• Assist the Supervisor by daily WoRM and WT Workflow management of team work items to ensure all work is completed within SLA where possible.
• Ability to provide in depth, ad-hoc and on the job training regarding Welcome & New Business processes to junior members of staff.
• Adhering to regulatory legislation and ensuring compliance requirements
• Willingness to learn, achieve and progress as well as being able to identify and articulate own training and personal development needs
• Assist Supervisor by providing feedback on team member’s performance and accuracy, providing supporting evidence where necessary, to be used when conducting regular Touchpoint reviews (including half year and end of year reviews).
• Assist the Supervisor/Manager to ensure Skills Matrix for team members is updated quarterly and is used as a tool to gauge ongoing development and identify areas of focus for each staff member.
• Mentor and develop all levels of new members to the team, to assist them in identifying and working towards achieving their personal development areas
• Assist the Supervisor in ensuring that all departmental procedure notes are reviewed and maintained on a timely basis
• Willingness to cross train and be flexible in approach to assisting other teams within Customer Services as and when required based on work volume
• Adhering to regulatory legislation and ensuring compliance requirements
• Willingness to learn, achieve and progress as well as being able to identify and articulate own training and personal development needs
• Assist Supervisor by providing feedback on team member’s performance and accuracy, providing supporting evidence where necessary, to be used when conducting regular Touchpoint reviews (including half year and end of year reviews).
• Assist the Supervisor/Manager to ensure Skills Matrix for team members is updated quarterly and is used as a tool to gauge ongoing development and identify areas of focus for each staff member.
• Mentor and develop all levels of new members to the team, to assist them in identifying and working towards achieving their personal development areas
• Assist the Supervisor in ensuring that all departmental procedure notes are reviewed and maintained on a timely basis
• Willingness to cross train and be flexible in approach to assisting other teams within Customer Services as and when required based on work

Key Requirements

Work Experience

• Minimum of 5 years’ experience in Financial Services.
• Reasonable Knowledge of Microsoft Office Applications (Word, Excel, Outlook)
• Ability to draft basic letters / fax
• Experience within a customer facing administration role

Me Personally

• Good planning and organisational skills.
• Ability to work within a team or on own initiative.
• Can maintain high level of accuracy and still work within agreed service standards.
• Ability to work under pressure.

Me & Others

• Excellent communication skills (written & verbal)
• Good team player

Me & Customers

• Clear understanding of Customer Service
• Commitment to providing outstanding customer service
• Good telephone manner