Client Experience & Onboarding Specialist

Opus People Solutions Ltd; Greater London; On-site; GBP 32,000 - 39,000; Full time

Job summary

Opus People Solutions Ltd is recruiting a Client Acquisition Marketing Executive for a leading financial services firm in London. You will be the first point of contact for new customers, guiding them to the right adviser, service or location, with most communication via email.

This role is not a sales or call centre position; it focuses on delivering an exceptional customer experience, owning the journey from enquiry to adviser allocation, and using insights to improve the client journey.

Qualifications

• Experience in customer-centric roles within financial services.
• Excellent written communication and attention to detail.
• Strong listening skills and ability to understand customer needs.

Responsibilities

• Take ownership of new customer enquiries received centrally, responding promptly and professionally.
• Speak with prospective clients to understand their circumstances, requirements and what they are hoping to achieve.
• Understand how customers discovered the business and capture useful insight around their reasons for making contact.
• Identify the most appropriate adviser, service or location for each prospective client and ensure a smooth handover.
• Create an excellent first impression through professional, warm and engaging written and verbal communication.
• Take ownership of the customer journey from initial enquiry through to adviser allocation.
• Monitor adviser follow-up and service levels, identifying any issues that could negatively impact the customer experience.
• Gather and share customer feedback and insight with the wider Marketing team.
• Identify recurring enquiry themes and trends to help improve marketing campaigns, content, propositions and the overall customer journey.

Job description

Opus People Solutions Ltd is recruiting a Client Acquisition Marketing Executive for a leading financial services firm in London. You will be the first point of contact for new customers, guiding them to the right adviser, service or location, with most communication via email.

This role is not a sales or call centre position; it focuses on delivering an exceptional customer experience, owning the journey from enquiry to adviser allocation, and using insights to improve the client journey.