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Wealth Management - Telephony Agent - City, Edinburgh, United Kingdom, EH1


Are you passionate about providing excellent customer service?

Do you have telephony experience in a regulated environment?

We currently have an urgent need to recruit Telephony Agents to be based in Edinburgh (Scotland) and Orpington (Kent) offices. This is for a 5 month fixed term contract (with a possibility to extend or become permanent). Your role will be to educate pension scheme members on important choices regarding pension scheme options and identifying & introducing the need for financial advice where appropriate. You will be measured against, quality, risk and productivity-led service level agreements (SLAs).

Full training will be provided. Your primary responsibilities will include the following:

  • Flex style and level of communication to suit the caller's requirements.
  • Understand the needs and expectations of customers and manage these expectations in accordance with SLA's.
  • Provide guidance on pension illustrations and establish whether customers are in an informed position to allow them to make a decision
  • Handle initial telephone calls from members and effectively engage them with our services.
  • Conduct telephone meetings with members and discuss recommendations.
  • Identify members who would benefit from taking financial advice and making the appropriate referrals to make this happen.
  • Can identify and address areas where customer's understanding is lacking or incomplete
  • Will use different communication styles to adapt to customer requirements
  • Can convey sometimes complex concepts and terminology in an effective way that increases understanding
  • Can at all times stay on the right side of compliance boundaries - delivering the service in a non-advised capacity
  • Can Identify and flag technical questions and out of scope questions, escalating them where appropriate
  • Read and understand customer pension related illustrations
  • Explain relevant fees and charges
  • Can effectively position the benefit of engaging in the service we are offering
  • Can use active listing to identify areas where information is not landing effectively and re-frame explanations to address these.
  • Carry out the above in accordance with FCA procedures.
  • Champion our Client's values

To be considered for the role, you will possess the following skills and experience:

  • Customer service skills and experience required. In addition to working within a contact centre, we will consider candidates from all backgrounds and industries
  • Able to pick up new skills and be a quick-learner
  • Effective communication skills