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- Tasks: Engage customers with genuine conversations and provide solutions for their financial needs.
- Company: Join FNZ, a leader in wealth management technology with a collaborative culture.
- Benefits: Flexible working hours, ongoing training, and opportunities for career progression.
- Why this job: Make a real difference in customer experiences while developing your skills in a supportive environment.
- Qualifications: Passion for customer service and proficiency in technology required.
- Other info: Dynamic team atmosphere with a focus on personal growth and improvement.
The predicted salary is between 30000 - 42000 £ per year.
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.
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 ongoing training and support, including an induction.
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.
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.
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.
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$1.7 trillion in assets under administration (AUA). Together with our customers, we help over 26 million people from all wealth segments to invest in their future.
Operations Officer employer: FNZ (Uk) Ltd
Contact Detail:
FNZ (Uk) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Officer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on FNZ. Understand their values and what they stand for. This will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling calls and web chats, and you'll be better prepared to provide those exceptional experiences FNZ is known for.
✨Tip Number 3
Show off your tech skills! Since you'll be using telephony and computer systems, make sure to highlight any relevant experience you have with technology during your interview. Being tech-savvy can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our brilliant team at FNZ!
We think you need these skills to ace Operations Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Officer role. Highlight your relevant experience in customer service and any financial services background you have. We want to see how you can bring your unique skills to our team!
Show Your Passion: Let your enthusiasm for customer service shine through in your application. Share examples of how you've gone above and beyond for customers in the past. We love candidates who are genuinely passionate about providing exceptional service!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our brilliant team!
How to prepare for a job interview at FNZ (Uk) Ltd
✨Know Your Stuff
Before the interview, make sure you understand FNZ's services and products. Familiarise yourself with their customer service approach and how they integrate technology into their operations. This will show that you're genuinely interested and prepared.
✨Practice Makes Perfect
Rehearse common customer service scenarios you might face in the role. Think about how you would handle difficult calls or web chats. This will help you feel more confident and articulate during the interview.
✨Show Your Passion
FNZ is looking for candidates who are passionate about customer service. Be ready to share examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to providing exceptional service.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows that you're engaged and thinking about your future with the company.