Description : Customer Operations Administrator - 6 Month FTC. Company : Vitality. Location : Hybrid remote in London EC3V

Hybrid role - 2 days a week in the office, 3 days a week at home.

Overall Job Purpose

The Customer Operations Administrator will have the following key responsibilities:

• Fielding inbound/outbound calls from advisers/BC’s and direct clients
• Accountability for a process function, including overall team KPIs
• Delivering timely updates both to internal colleagues and key clients.
• Building strong relationships with customers, distribution teams and internal colleagues
• Helping the Operations team with key initiatives

The Customer Operations Administrator will deliver the following key benefits:

• Absolute accountability for delivery. Management of all deliverables under your aligned function
• Enhanced customer experience through timely updates on all processing
• Improved turnaround times in relation to all back office activity
• Driving the business forward, changing processes, enhancing systems, testing and delivering improvements

The ideal candidate must have strong communication skills, a strong team player, the ability to adapt in a fast-paced environment, a desire to learn, and knowledge of wealth management products within the Financial Services industry.

Accountabilities

• Take accountability for the success of service in respect of calls into the business. Drive outstanding customer outcomes through high levels of customer service over the phone
• Own a function of the business independently. Manage KPIs by utilising resource in the team, training colleagues to a high standard and managing overall delivery of aligned function
• Possess a willingness to ‘get things over the line’ in a positive manner, display a flexible approach to an ever-changing environment
• Helps the team on key deliverables, demonstrate a willingness to develop knowledge and awareness of both the systems and processes required to deliver a key initiative
• Demonstrates strong communication skills, and forges strong business relationships with adviser firms and all investors by providing timely and accurate information in an efficient and professional manner
• Take personal accountability for ensuring tasks are delivered within the required timeframe
• Strong team player who works in a collaborative manner to get things finalised

Skills Required

Essential

• Experience within an Operational environment
• Customer Service phone experience
• Knowledge of the Financial Services industry and wealth management products including Pensions & ISAs.
• Experience in dealing with IFAs
• Ability to understand new processes and adapt to change

Desirable

• Financial and/Investment qualifications such as CF1, FA2, IOC, IMC, IAQ etc
• Origo knowledge or similar transfer platforms
• GBST or wealth platform experience
• Noble system/IVR system experience
• Knowledge of Unit Trusts, OIECs, ETFs and equities, etc