Job Description
- Accurately resolve technical and advice queries received via Live Chat, phone, email, ASK and any other digital media within agreed service levels
- Drive continuous improvement of the technical query resolution service through liaison with various departments to develop systems and tools to support the Partnership in resolving their queries in the most efficient way
- To provide bespoke presentations to potential and existing Partners to enable them to be the best and most productive that they can be
- Consult on bespoke complex queries as part of the Mezzanine service (a service that Partners book for longer more detailed queries), acting as the subject matter expert
- Lead development for colleagues through the delivery of training in line with the Pathway to Competency to ensure the continuation of a high standard of service in the team
- Draft and technically sign off the development, launch and maintenance of supporting technical/advice framework content and material for distribution to the Partnership through selected media (e.g. Techlink articles, Partnership websites)
- Acting as subject matter expert on projects within the division and wider company
- Ensure appropriate skill level of new starters is reached through the coaching, mentoring and delivery of training and ongoing support to all locations
Licences and Qualifications
- Recognised expert of all products/services/systems offered and used regarding Tax, Trusts, Protection, and Investments
- Ability to deal with multiple queries and nonstandard tasks at any one time
- Experience of working across a variety of media including Live Chat, email and telephone
- Experience of working in a fast-paced technical query resolution environment – with high quality standards and deadlines
- Ability to deal with complex queries and non-standard tasks through analysis
- Qualified to Chartered status or equivalent e.g. CII Advanced Diploma in Financial Planning
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