Customer Contact Consultant

Job Title: Customer Contact Consultant (6‑month Fixed‑Term Contract – Full Time)

Location: Remote (you will need to visit one of our offices in Edinburgh, Peterborough, Witham or Farnborough on occasion). Salary: £24,479 – £27,200 depending on experience.

Closing date: Friday 10 July 2026.

Responsibilities

• Contact existing Investment Members who pay an On‑Going Advice charge by telephone.
• Review previous adviser interactions and assess members’ investment portfolios, including valuations, fund types and overall suitability.
• Identify any funds that require action, ensuring portfolios remain aligned with objectives and current recommendations.
• Provide clear guidance on Individual Savings Account (ISA) allowances, helping members understand their options.
• Discuss changes in a member’s personal or financial circumstances, including investment objectives and risk appetite.
• Recognise when a member would benefit from further support from a Financial Planning Manager.

Qualifications and Requirements

• Proven experience delivering excellent customer service in a contact centre, face‑to‑face, helpdesk or similar setting.
• Confident telephony skills with the ability to build positive, meaningful interactions and provide clear guidance to customers over the phone.
• Strong PC and multitasking abilities, enabling navigation of multiple systems efficiently while supporting members.
• An understanding of key risks within the Financial Services industry and ability to recognise when to escalatie issues appropriately.
• A collaborative approach, working effectively with colleagues to meet the needs of members and support departmental goals.

Benefits and Compensation

• Enhanced pension scheme: contribute 3% of salary; company matches 9%, up to 20% combined.
• Discretionary bonus depending on personal and company performance.
• 25 days leave per year (including bank holidays, pro‑rated for part‑time).
• Private medical cover, life assurance, critical illness cover.
• Enhanced parental leave and lifestyle benefits: retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.

Legal Requirements before Starting

Before you can start with us you’ll need to confirm your right to work in the UK, complete a credit and criminal check, and provide satisfactory references.

Equal Opportunity Employer

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.

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