Client Service Officer (Client Support)

Key Duties and Responsibilities:

• Deliver on Service standards as per established Service Model for the function
• Ensure adherence to processes and address/raise issues that need attention
• Work proactively with other business functions and stakeholders
• Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes
• Undertake and participate in relevant departmental meetings
• Periodically review work being undertaken to check for adherence to policy and procedures, check quality of work
• Ensure complaints, errors and omissions are dealt with as per company policy
• Daily monitoring of progress of assigned cases
• Dealing with assigned outstanding cases and action regular follow up to ensure progress
• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function
• To assist and undertake case work as required in the function
• Contribute to staff training programmes
• You will take part and actively contribute to the weekly Team Meetings
• Please be advised that the Team Leader will be responsible for allocating workloads, with the support from the Senior Officer
• From time to time you may be required to perform other reasonable tasks within the scope of your role to support the business

• Strong organisational and administrative skills
• Ability to work as part of a team and positively influence and contribute to the team
• Good communication skills over the phone, in person and comfortable using video technology to engage with clients and colleagues
• Ability to work with confidential and sensitive data
• Good time management
• Ability to work under pressure and multi-task
• Experience of working in and maintain good client relationships and delivering good service
• High level of commitment and positive attitude
• Exercise the highest ethical and safety standards when conducting your work, particularly where other people are involved
• Be energetic in your approach to performing a service to the Company
• Be attentive to detail and work methodically and accurately
• Exercise the utmost good faith towards the Company both in carrying out your duties and in all of your dealings with the Company and its clients and/or its suppliers
• Possess excellent communication skills
• Present yourself professionally to fellow employees and clients of the Company
• Use your initiative
• Be able to work independently as well as part of a team
• A willing and flexible attitude to working hours to support team and business needs, as required

Key Performance Indicators:

• Service delivery on operational tasks measured by meeting agreed service standards and any relevant feedback (may include satisfaction surveys) from clients/IFAs/ the team