Associate Client service

Client Services is the most important area of our business for delivering outstanding customer experiences every day.

In our busy phone-based teams, you will be offering first-line support to direct customers and will be responsible for delivering the best customer experience possible. You will be provided with a comprehensive training programme that will enable you to do just that. We are looking for friendly, empathetic people who can build rapport with our customers and support them with their queries.

Role overview:

It is important that candidates understand that the roles are very busy & structured, and that we have restrictions/requirements around working, especially during tax year end (insert the dates i.e Feb - April?)

Provide overview of typical day as a Client Services Associate:

• This is phone based role. The calls are varied, and you will speak to direct customers about their investment products as well as correspond with direct customers via calls.
• Working hours per week are 35 hours for the UK
  • Opportunity to work overtime during our busy seasons where you are compensated with either time and a half or double time depending on the days and hours worked
  • Mon-Fri- The role requires 35 hours per week in the UK. Under working hours (although in the offer letter it states 8 am-8 pm) working a shift between 8am and 6pm (lines close at 6pm) example 8am/4pm - 9am/5pm or 10/6pm (7 hour days)
  • Team members will work 1 in 4 Saturdays. The hours are 9:00-12:30 pm working from home. This is paid as double time
  • Team members have their breaks and lunches prescheduled so that we can ensure the phone lines are covered to answer customer calls.
• We have a holiday freeze from mid-February until mid-April. Holidays are not allowed during this period unless by exception and this must be agreed in advance. If candidates already have holidays planned this will need to be discussed before we progress.
• Client offered a structured learning programme as part of your role and this means you will need to work towards studying and passing you MIFID (Markets in Financial Instruments Directive) qualifications within 4 years of joining
• We need to ensure all of our team members are qualified to support our customers, so we offer a 2 - 3 week classroom based induction. During this induction you are required to take pass a series of module test. If you do not reach the required % pass rate this could result in termination of your contract.
• As a new joiner learning the role where full training is provided so you may need to attend site daily for up to the first 12 weeks. The schedule for this will be decided for your induction group trainer. The training and practical experience can include both classroom and virtual settings
• After this time we offer a hybrid working arrangement of where you will be expected to be in the office a minimum of 8 days per month to be agreed locally with your manager.

Compensation & Benefits:

We offer all of our colleagues the company benefits regardless of if you are offered a perm or FTC role

• Base salaryof £25,700 in the UK or €32,100 in Ireland (no room for negotiation)
  • there are opportunities to work through our competency framework which attracts pay increase when the next level is achieved.
  • Timeframes for progression vary and are dependent on an individual's performance.
• Non-contributory pension of 10 % plus client will match an employee contribution up to 3% of pensionable salary. a 3% matching contribution
• Pro-Rated Performance related bonus of up to £2,570 (Candidates need to have joined before 1st September and be with the business at the end of December to be eligible) (Not guaranteed, based on performance)
• Benefits allowance of £500 which you can use to pay for extra benefits or simply receive it back into your pay
• 23 days holiday plus 5 additional Family Leave Care days to look after people who depend on you. You can also buy and sell holidays each January (buy 5, sell 3)
• Private Medical and Health assessment (every 2 years)
• Life assurance
• Income Protection
• Season ticket loan
• Cycle to work scheme
• Enhanced parental leave (6 months full pay)
• Salary sacrifice car scheme

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.