Customer Support Team Leader

Recruiter
RLG
Location
Bath, UK
Salary
Competitive
Posted
19 Aug 2019
Closes
24 Aug 2019
Ref
1230082477
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Founded in 1861, we're the UK's largest mutual life, pensions and investment company. Our award-winning customer service and our mutuality means we can give customers that little bit more, and you can trust us to be there for you when it counts.
At Royal London we want to attract the best talent to help us achieve our vision of becoming the most trusted and recommend financial company in the UK.
We are the largest mutual life, pensions and Investment Company in the UK, with Group funds under management of £118.9 billion and latest ProfitShare pay out to members of £142 million. Group businesses provide around 9.0 million policies and employ 3,976 people (figures as of 05 Feb 2019).
Our team provide outstanding customer service to make it easy for our Financial Advisers to grow and manage their clients' money.
What will you be doing
* You are a first line leader and advocate for our customers, supporting a team of Customer Support Consultants to help deliver an industry leading level of customer service and continuously finding ways to help our Financial Advisers better manage client's portfolios.
* You will set a clear direction for your team, leading them to achieve the department, company and Royal London strategy and objectives.
You will lead this through your own actions and positive behaviours, demonstrated by your passion and drive to succeed through the delivery of your team.

What we're looking for
You will have a strong understanding of how to deliver excellent customer service and manage relationships with our advisers and have knowledge of the following technical areas:
* We aspire to provide industry leading levels of customer service, motivating our customers to not only give us positive feedback, but recommend the service we provide. To help us achieve this you will need high levels of energy, strong customer empathy and a desire to help all customers, no matter how challenging the request.
* You will be proactive in your approach to your work and change within the workplace.
* You are self-motivated and able to prioritise your own work load to provide the best possible service to customers
* You will be the face or voice of our brand and a very high level of professionalism is expected at all times. Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional and sincere manner.
* Our clients entrust us to take safe custody of their life savings, this requires us all to demonstrate extremely high levels of personal integrity to maintain this trust.
We use a range of IT systems to support our clients. Although we'll help you learn how to use these systems, a working knowledge of Microsoft Office, including Word and Excel, is required.

Skills that will help you in the role
* The role holder will be providing a quality and bespoke customer service experience to all clients and their financial advisers.
* Clients and their financial advisers are likely to have a strong understanding of the Ascentric proposition and expect a knowledgeable and professional service.
* Our clients have high expectations of us as a business, to support their financial needs and their future planning

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