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For Companies At a Glance
- Tasks: Manage calls and tickets, ensuring top-notch customer service and timely resolutions.
- Company: Join Ascot Lloyd, a leading UK wealth management firm with a dynamic team.
- Benefits: Enjoy a supportive work environment with opportunities for professional development.
- Why this job: Be part of a collaborative culture that values integrity and client satisfaction.
- Qualifications: Excel skills are essential; experience with investment platforms is a plus.
- Other info: Flexible working hours and a chance to grow in the finance industry.
The predicted salary is between 28800 - 42000 £ per year.
JOB DESCRIPTION
Role title: Platform User Support Operative
Reports to: Head of Platform Operations Team
Location: Birmingham, Bromsgrove or Braintree
Hours of work: 35 hours each week
Purpose of role
Ascot Lloyd, a leading UK wealth management firm, is seeking a highly motivated and detail-oriented individual to join our dynamic Platform Operations Team as a Phone and Freshdesk Ticketing System Operative. The role will also encompass transfer chasing activity to facilitate the on-boarding of new platform assets. A successful candidate will have effective communication skills and will play a crucial role in handling incoming calls and tickets through our Freshdesk system, ensuring timely resolution and maintaining a high level of customer satisfaction. This position requires a proactive individual who is dedicated to staying informed about the Ascot Lloyd investment platform and related processes within the organisation.
Key Responsibilities
Incoming Call Management:
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Answer and manage incoming calls related to the Ascot Lloyd Platform.
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Provide excellent customer service by addressing inquiries, resolving issues, and guiding users effectively.
Freshdesk Ticketing System:
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Efficiently handle tickets created through the Freshdesk system, adhering to SLAs for resolution.
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Categorize and prioritize tickets based on urgency and importance.
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Work collaboratively with other team members to ensure a cohesive and streamlined ticket resolution process.
Transfer Chasing Activity
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Monitoring in-coming transfer activity to the Ascot Lloyd Platform and proactively work with both our platform technology provider and ceding parties to facilitate timely transfer completion, feeding into good client outcomes.
User Knowledge Management:
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Stay up to date with the Ascot Lloyd Platform\’s features, updates, and functionalities.
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Continuously enhance platform knowledge to provide accurate and timely assistance to users.
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Actively seek opportunities for professional development to stay abreast of industry trends and best practices.
Cross-functional Collaboration:
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Strive to learn about related processes within the organisation to broaden understanding and problem-solving capabilities.
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Collaborate with various departments to resolve complex issues that may require cross-functional expertise.
Documentation:
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Maintain accurate and up-to-date documentation related to common user queries and issue resolutions.
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Contribute to the development of FAQs and knowledge base articles for internal and external use.
SM&CR Responsibilities
As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.
Individual Conduct Rules
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You must act with integrity
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You must act with due care, skill and diligence
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You must be open and co-operative with the FCA, PRA and other regulators
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You must pay due regard to the interests of customers and treat them fairly
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You must observe proper standards of market conduct
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You must act to deliver good outcomes for clients
Experience / Skills Required
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Experience in using Excel is essential. An ability to use macros, formulas is desirable.
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Experience using investment platforms, particularly cash monitoring and fund switching functions is desirable.
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Having an analytical and methodical approach to work with particular emphasis to the details is essential.
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Be highly organised and work well with sizeable volumes of work, often working to tight deadlines, whilst maintaining speed and accuracy.
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Be flexible in your attitude towards changes in team focus and procedure
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Excellent interpersonal skills
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Drive and ability to plan, prioritise and manage workloads
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Ability to follow processes and procedures in a compliant manner
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Excellent communication skills, both written and verbal
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Enthusiastic, positive and confident telephone manner
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Attention to detail
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Client confidentiality
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Team work
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Excellent record keeping skills
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Platform User Support Operative employer: Ascot Lloyd group
Contact Detail:
Ascot Lloyd group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Platform User Support Operative
✨Tip Number 1
Familiarise yourself with the Freshdesk ticketing system before your interview. Understanding how it works and its key features will show that you're proactive and ready to hit the ground running.
✨Tip Number 2
Brush up on your communication skills, especially over the phone. Practising how to handle customer inquiries and resolve issues efficiently can set you apart as a candidate who can provide excellent service.
✨Tip Number 3
Research Ascot Lloyd's investment platform thoroughly. Being knowledgeable about their services and recent updates will demonstrate your genuine interest in the role and help you answer questions confidently.
✨Tip Number 4
Prepare examples of how you've successfully managed multiple tasks or tight deadlines in the past. This will highlight your organisational skills and ability to work under pressure, which are crucial for this position.
We think you need these skills to ace Platform User Support Operative
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Platform User Support Operative position. Understand the key responsibilities and required skills, such as experience with Freshdesk and effective communication.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your customer service experience, familiarity with investment platforms, and any analytical skills you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how your previous experiences have prepared you for the responsibilities outlined in the job description.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for this role.
How to prepare for a job interview at Ascot Lloyd group
✨Know the Platform Inside Out
Familiarise yourself with the Ascot Lloyd investment platform and its features. Being able to discuss specific functionalities and updates will show your genuine interest in the role and your proactive approach to user support.
✨Demonstrate Your Communication Skills
Since the role involves handling calls and tickets, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively resolved customer issues in the past to showcase your communication prowess.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage your workload, especially when dealing with high volumes of tasks. Highlight any tools or methods you use to stay organised and ensure timely resolution of queries.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to prioritise tasks or collaborate with others to resolve complex issues, and be prepared to explain your thought process.
