Customer Service Advisor

*Customer Service Advisor* (Contract)

Duration: 12 Months (Possibility for extension)

Location: Manchester/Hybrid (4 days per week on site)

Rate: A highly competitive Salary is available for suitable candidates

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where your problem-solving skills can shine? If so, we want you to join our dynamic team as a Customer Service Representative in the investment banking sector!

About Us

We are a leading investment banking firm dedicated to providing our shareholders with top-notch service and support. Our commitment to excellence drives us to create outstanding customer experiences, and we are looking for an enthusiastic individual to help us achieve this goal.

Key Responsibilities:

• Respond to all shareholder queries received via phone, email, letter, or webchat with professionalism and efficiency. Approximately 80% of your role will be phone-based.
• Investigate cases and resolve issues effectively, ensuring that all inquiries are addressed within agreed service levels.
• Place telephone trades in accordance with provided instructions, ensuring accuracy and compliance with regulations.
• Take ownership of inquiries, focusing on delivering positive customer outcomes and maintaining high standards of service.
• Investigate and rectify errors in shareholder accounts and statements, proactively seeking solutions.
• Route complex issues that cannot be resolved at the point of contact to the appropriate team, following documented procedures for seamless escalation.
• Review daily open items to ensure proper follow-up and closure, contributing to the overall efficiency of our operations.
• Maintain a solid understanding of our products and procedures to provide informed assistance to shareholders.
• Take accountability for your personal development by participating in training and coaching programs to enhance your skills and service delivery.

Skills & Experience:

• Prior experience in a contact centre or client service role is preferred.
• Strong communication skills, both verbal and written, with a focus on clarity and conciseness.
• Ability to work effectively under pressure while maintaining accuracy and attention to detail.
• Proactive problem-solving skills, with a commitment to delivering fast and efficient responses to shareholder inquiries.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skill set.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.