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- Tasks: As a Customer Care Technician, you'll investigate client complaints and ensure top-notch customer experiences.
- Company: Join AFH Wealth Management, a leading independent financial advisory firm in the UK.
- Benefits: Enjoy flexible working, competitive holidays, a pension scheme, and health perks like cashback on wellness initiatives.
- Why this job: Be part of a supportive culture focused on professional growth and making a real impact.
- Qualifications: Ideal candidates have experience in an IFA environment and strong communication skills; a diploma is a plus.
- Other info: This is a full-time, entry-level role with opportunities for career development.
The predicted salary is between 28800 - 48000 £ per year.
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An opportunity to join AFH Wealth Management, one of the UK’s leading independent financial advisory and wealth management firms.
We are looking for those of you who wish to grow with us as a business and support our strong growth plans, with hybrid working. This is a full-time permanent opportunity and in return, you will receive a competitive salary and range of benefits.
Please apply today to register your interest in joining the team, as you support AFH in dealing with breaches.
As our Customer Care Technician you will typically:
- Understanding of the Firm’s advice approach in order to maintain and develop knowledge and ensure consistent application across the Group.
- Involvement in investigations in order to determine whether breaches in the firm’s processes have created any client detriment.
- Maintaining a good level of knowledge and technical understanding of all financial planning concepts and regulatory focuses through the completion of annual CPD
- Assistance with any wider departmental function as required.
- Analysis of customer feedback process, ensuring that sufficient intelligence is gathered to demonstrate achievement of positive consumer experience.
- Review of customer focused regulatory industry update summaries to ensure our approach to breach/complaint rectification is in line with expectations.
- Escalate to senior management and Operations where issues with our products and services are identified, when investigating breaches and complaints
As part of the role, you will also:
- Carry out investigations of client complaints, following the firm’s standard complaints procedure and formulating client final responses,
- Through breach and complaint MI, perform a firm-wide analysis of identified root-causes, and work closely with Operations/Change Management to ensure that issues are satisfactorily rectified.
- Analysis of all MI connected to client outcomes and periodic reporting of this analysis to Risk to support Consumer Duty deliverables.
- Efficient and comprehensive analysis of company financial promotional material as part of the Firm’s regulatory sign-off process, ensuring that all relevant literature is appropriate for the client audience
What we are looking for in our ideal Customer Care Technician
- Experience in an IFA environment, demonstrating quality communications of constructive feedback
- Diploma in Financial Planning (desirable, but not essential)
- Willingness to take further qualifications, as relevant to your role
- Demonstration of knowledge and experience in personal financial planning
- A high standard of written and numerical skills
- An ability to demonstrate strong report-writing skills
- A high level of accuracy and attention to detail
- Aptitude in Microsoft Office
Benefits And Perks At AFH
- Flexible working & holidays – Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service.
- Social perks – To recognise and celebrate employees\’ great work we are all invited to our annual Christmas and Summer parties.
- Pension – We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
- Bonus scheme – All AFH employees are offered a competitive salary and a discretionary annual bonus, following completion of a year’s service.
- Health and wellbeing – The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and wellbeing initiatives, including discounted health club memberships and free healthcare benefits.
- Professional development – We are committed to helping you reach your potential by offering tailored learning and development programmes to pursue your career goals.
- Shopping discounts – Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses.
To learn more about this opportunity and the culture of AFH Wealth Management, please visit our Careers website https://www.afhwm.co.uk/careers/ or email the People Resourcing team via recruitment@afhgroup.com. We look forward to hearing from you!
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Customer Care Technician employer: AFH Wealth Management
Contact Detail:
AFH Wealth Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Technician
✨Tip Number 1
Familiarise yourself with AFH Wealth Management's approach to client care and financial planning. Understanding their values and how they handle breaches will help you align your responses during interviews.
✨Tip Number 2
Brush up on your knowledge of financial regulations and compliance, as this role involves dealing with breaches and complaints. Being able to discuss recent regulatory changes or industry news can set you apart.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully handled customer feedback or complaints. Highlighting your problem-solving skills and attention to detail will demonstrate your suitability for the role.
✨Tip Number 4
Network with current or former employees of AFH Wealth Management if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace Customer Care Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and financial planning. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the financial advisory sector. Mention specific experiences that align with the responsibilities of the Customer Care Technician role.
Highlight Relevant Skills: Emphasise your written and numerical skills, as well as your attention to detail. Provide examples of how you've used these skills in previous roles, especially in handling complaints or conducting investigations.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, as well as ensuring that all information is accurate and clearly presented.
How to prepare for a job interview at AFH Wealth Management
✨Understand the Role
Before your interview, make sure you have a solid understanding of what a Customer Care Technician does. Familiarise yourself with AFH Wealth Management's approach to client care and how they handle breaches and complaints.
✨Showcase Your Communication Skills
As this role requires quality communication, be prepared to demonstrate your ability to provide constructive feedback. Use examples from your past experiences to highlight your strong written and verbal communication skills.
✨Prepare for Technical Questions
Brush up on your knowledge of financial planning concepts and regulatory focuses. Be ready to discuss how you would handle specific scenarios related to client complaints and breach investigations.
✨Highlight Attention to Detail
Given the importance of accuracy in this role, prepare to discuss instances where your attention to detail made a difference. Bring examples that showcase your ability to analyse information thoroughly and produce high-quality reports.
