Job Description

About the job

We are now recruiting for a Customer and Product Support Agent to join our friendly team.

In this role, you will ensure that our customers (UK based financial advice firms) receive support on all aspects of the FinCalc system, communicating professionally with both internal and external partners and customers.

About Us

The power and benefits of great financial advice are unquestionable. O&M, through our FinCalc platform, is committed to designing and building exceptional technology that supports financial advisers in delivering exceptional client outcomes. Our technology is used by advisers throughout the UK. On a daily basis, several thousand users from hundreds of companies utilise the FinCalc platform.

Recruitment Process

Applications for this role may require a short online assessment to establish competency in certain skill areas. If your application is successful, you will be invited to a short telephone screening call with a member of our Support team. This is an informal conversation to find out a little more about you and your expectations ahead of potentially moving on to a formal interview. If you are invited to an interview, this may be carried out at our Colchester office, or online via a video call depending on your location. Interviews are conducted with the Support Manager and another senior manager.

About You

You will have:

A-level (or higher) education standard. Proven customer support or helpdesk experience. Experience in investigating issues. Experience working in a team. Excellent written and verbal communication skills. High attention to detail. Excellent customer support manners. An understanding of IT applications. Adaptability to work with different systems and processes. Ideally have some knowledge of the UK financial advice market and products (e.g. pensions, ISAs, etc) though full training will be given.

Job Responsibilities

You will:

Operate as a first point of contact in answering all incoming calls, emails and any other means of contact, providing appropriate solutions and responses, with further escalations, where necessary. Ensure enquiries are acknowledged and resolved within agreed SLA's and within company standards. Answer internal and external partners' and customers' questions and enquiries, referring to the appropriate areas of the business for those outside of the employee's responsibility, knowledge or skills. Navigate through all aspects of FinCalc with competence, with full understanding of the implications of data field entries. Understand the UK financial advice market and products (e.g. pensions, ISAs, etc). Report any inaccuracies or issues in data, processes, and systems to the appropriate teams/management for their resolution following the relevant procedures. Report all feedback and suggestions about the system by logging these accurately as instructed by the Product Management team. Maintain and update the relevant systems (primarily Microsoft CRM) to record all activity and resolutions in line with procedures. Meet the appropriate quality and productivity expectations as published. Ensure the customers' experience is always positive by building sustainable relationships of trust through open and interactive communication. Use clear and concise communication in all correspondence and over the phone with both our internal and external partners.
The above is not an exhaustive list of duties, and you will be expected to perform additional or other duties as necessary to meet the needs of the business.

Job Benefits

You'll be joining a company that looks after its people. O&M has been a FinTech company involved in the UK financial advice sector since 1992 and have an excellent reputation in the industry. Many of our team members have been with us for more than 10 years, with several exceeding 20 years of experience with us!

Working hours are 9am to 5pm Monday to Friday Potential for flexible working location (Hybrid) once up to speed in the role. Initial 20 days holiday (increasing with length of service up to a maximum of 30 days) plus bank holidays and extra days when office closed over Christmas and new year period. Contributory Pension scheme (up to 5% employer matching contributions). 4 x Death in Service insurance. Wellbeing programme, including medical helpline and legal support. Casual dress code and dog-friendly office. Various social events throughout the year. Bonus scheme (covering team bonus at Christmas) and individual discretionary bonus depending upon company and personal performance. Salary 25k - 35k per annum, depending upon experience.
Job Type: Full-time

Pay: 25,000.00-35,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking On-site parking
Ability to commute/relocate:

Essex, CO4 9RA: reliably commute or plan to relocate before starting work (required)
Application question(s):

How many years' experience in a customer facing role? Do you have any helpdesk experience (not essential)? Do you have any Financial Services experience (not essential)?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Essex, CO4 9RA