FTC - Customer Service Representative CS - Technical Servicing

As a Fixed term Contractor - Customer Service Representative (9 months contract), you will be a vital source of first-line support, helping clients manage their investments and save for their financial futures. The role will primarily involve responding to client queries received through incoming written correspondence.

Key Responsibilities

In this role, you will:

• Handle and resolve a wide range of queries from clients and internal colleagues.
• Process client requests and appropriately manage or escalate complaints.
• Provide clear, accurate, and helpful responses through emails and letters, ensuring a positive client experience.
• Explain relevant products, services, and tools to clients.
• Quickly identify and escalate situations involving risk, potential fraud, or vulnerable customers to the appropriate team/person.
• Take ownership of customer interactions and ensure queries are resolved satisfactorily for both the customer and the business.
• Maintain agreed performance and quality standards, including resolving queries correctly at the initial interaction wherever possible.
• Work collaboratively with the wider team and provide support across teams based on business requirements.

What We Are Looking For

You are likely to succeed in this role if you:

• Have solid experience within a customer service environment, ideally within financial services.
• Possess excellent written communication skills, with the ability to create clear, professional, and accurate responses.
• Enjoy engaging with and supporting customers.
• Have strong problem-solving skills and attention to detail.
• Are a proactive and positive team player with an eagerness to continuously learn and develop.
• Take ownership of your personal and professional development.
• Have the resilience to handle challenging customer situations.
• Are flexible and comfortable supporting other teams based on business needs.