Role Description

We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Basingstoke contact centre. You’ll be the key point of contact for customers when they call in. Providing them with information about their financial products and helping them become self-sufficient with our online platform. You’ll give a positive customer experience in each and every call, welcoming them in a professional manner. Opening hours are 8am – 9pm Monday – Friday and 8am – 6pm Saturday. There are both full and part time roles available. We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals.

Specific Role Responsibilities

• Engage customers in genuine, enjoyable conversations to understand their needs • Managing calls in line with our agreed service levels.

• Manage live web chat conversations

• Providing the right solutions for customers

• Consistent achievement of agreed quality auditing

• Attend training sessions to continuously improve knowledge and performance

• Suggest areas for improvements which could result in an enhanced customer experience and/or cost savings to the company.

Team Responsibilities

At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve. As a customer service advisor, you will be an integral part of this team and delivery. The team will handle all inbound call interactions and manage live web chat conversations. We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.

Experience required

• Relevant Financial Services experience or relevant call handling role

• Passionate about customer service

• Strong attention to detail

• Proficient in the use of technology: telephony and computer systems

• Ability to multi task

• Ability to support and suggest improvements

Performance Assessment

• MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager

• MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation

• Mandatory training completed and passed by required date

• Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.

About FNZ Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork. That’s why we value the strength and diversity of thought in our global team. The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world. Customer obsessed for the long-term Think big and make an impact Act now and own it all the way Challenge, commit and win together Read more about The FNZ Way and our values: www.fnz.com/culture

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.

• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;

• Working in a flexible and agile way that meets the needs of the business and personal circumstances;

• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;

• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

Commitment to Equal Opportunities

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socioeconomic background, disability or military veteran status where all applicants and employees are valued and respected. In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.

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About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.