Customer Operations Analyst

£27,027 - £30,030 + benefits
25 May 2023
08 Jun 2023
Contract Type
Full Time
End date

Thursday 08 June 2023

Salary range

£27,027 - £30,030

We support agile working

Click here for more information on agile working options.

Agile Working Options

Hybrid Working

Job description

This 35 hour a week role is open to Isle of Man Workers only

Working as part of a commercial support team in the Villiers house office on the Isle of Man, in this core hours, office-based role you will support the team to deal with customer activities from initial query to completion or hand-off as appropriate, supporting our customer facing colleagues in providing outstanding customer service.

Responsible for the effective servicing of requests received by email, letter, and phone, ensuring the right action has been taken to complete and resolve queries and complaints, comparing against LBG guidelines to decide whether further actions are required to reach a fair outcome. This role also involves a close working relationship with other supporting departments, providing support and information to ensure appropriate and informed decisions are made.

As well as giving you the following benefits:

Various share schemes

A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.

Further discounts available on the weekly food shop, travel, and electronics/mobile through our ‘PerksAtWork’ scheme.

A Flex cash pot of 4%, which you can take as cash or spend on a wide range of options such as: Buying extra or selling holidays to suit, on top of the 30 days leave (pro rata but including bank holidays) - ideal for half terms or that mini break.

Extending the private medical cover to family members.

A Flex Card providing up to 15% discount with over 70 well known retailers.

We also have a number of free health and well-being offerings as well as generous parental / adoption leave policies. So, you can be sure we're investing in your future.

So, about the role...

Mentor others to complete simple procedural tasks to support management of external client relationships.

Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues.

Responds to routine requests by letter and phone, using form letters; edits templates to customise responses for non-routine requests.

Handles non-standard or more sophisticated customer cases and enquiries using existing procedures.

Supports development of personal capabilities by pursuing existing formal and informal training opportunities.

Accomplishes work objectives by setting own work schedule, coordinating with support services, and assigning short-term tasks to others if required.

We just need you to demonstrate the following qualities:

Honest, hardworking, and genuine. Caring about helping people with their queries.

An ability to quickly establish relationships; to understand and meet customers’ needs through our diverse range of services.

Hardworking with the desire to deliver phenomenal service.

Strong communication skills are important, you'll be dealing with customers as well as colleagues daily.

An eye for accuracy and strong attention to detail are important when reviewing source of fund/wealth documentation.

What else will we provide?

From Day 1 we’ll provide all the training and support needed, and many of our colleagues also go on to gain industry qualifications or careers in the wider Group - there's a wealth of opportunities.

Together we'll make it possible

We're really passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families.

And just let us know if you need any reasonable adjustments made to our recruitment processes, and we'll try to accommodate them.

So if you enjoy helping people, and a new full time role with us appeals, then get in touch and apply today, we'd love to hear from you!