Administrator/Customer Support Assistant
Background
AXA Self Investor is a direct to consumer online investment proposition. It is a non-advised online service targeting self-directed investors with an easy to use website and online servicing. Initially we are offering a stocks and shares ISA and dealing account with flat rate product charges and transparent pricing. Over time, we will offer more choice of products and investments.
How would you like to be our Customer Support Assistant for AXA Self Investor
As a Customer Support Assistant for the ASI team, you will be responsible for creating and maintaining customer relationships; managing our customer needs end to end in a diverse multi-channel environment and being their main contact point keeping them informed, even if there is nothing for them to do. You’ll have a customer-focused attitude and be committed to getting the best for our customers, matching products to individual needs, creating an excellent service experience to make sure customers get the most out of the products we offer.
The role
· Conduct inbound and outbound customer communications to build customer advocacy, enhance customer acquisition, maximise retention opportunities and improve the customer experience.
· Champion execute the customer relations strategy supporting customer growth across a diverse range of customer needs; working on a multi-channel service model maintaining consistency of brand at all times.
· Provide a service which guarantees quality execution and ensures that successful long term relationships are built and maintained with our customers; interacting positively, delivering timely and accurate resolution to customer needs.
· Pro-actively look for ways to improve the service to our customers and efficiencies in the team.
· Maintain a thorough knowledge of individual/departmental responsibilities and product/industry changes.
· Confidently deliver constructive feedback to colleagues to support the capability development process and ensure service standards are consistently achieved.
Skills, knowledge and behaviour
· Strong background in customer service and a track record of meeting and exceeding service goals, both your own and as part of a team.
· Demonstrable superior communication skills, both verbal written with excellent interpersonal skills.
· Experience of dealing with customer contact via multimedia channel in an empathetic, calm, friendly responsive manner essential.
· Self-evident accomplished relationship management, negotiation and influencing skills.
· Proven ability to develop an understanding of ASI products and work in a customer focussed environment.
· IOC qualification (can be completed on the job)
· Highly developed sense of drive and commitment with ability to manage multiple task and work on own initiative with adaptability to change.
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