Customer Service Specialist

Staffpower Group; Newcastle upon Tyne; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Company pension contribution

33 days annual leave

Enhanced maternity/paternity/adoption

Life Assurance

EAP

Job summary

Staffpower Group, a leading UK wealth management firm, is seeking several Inbound Client Relationship Managers on a 4-month fixed-term contract.

You will handle specialist client queries, often more complex or sensitive, with longer conversations to ensure complete resolution and high client satisfaction.

Role based in Newcastle upon Tyne features a fast-paced, high-volume environment, with potential for permanent employment and a range of benefits.

Qualifications

• Excellent communication and interpersonal skills with a professional and empathetic approach.
• Experience within a client service focused role, retail, hospitality, office administration.
• Proven ability to handle complex queries and deliver client-focused solutions.
• Confident using technology and CRM systems.
• Strong attention to detail and ability to manage multiple client cases.
• Proactive problem-solving mindset with a genuine focus on client outcomes.

Responsibilities

• Manage outbound client communications via phone, email, and video calls, providing expert and empathetic support.
• Take ownership of client issues, ensuring full resolution and timely follow-up.
• Handle specialist or complex queries relating to investments, pensions, or financial planning.
• Conduct proactive client check-ins to maintain engagement and satisfaction.
• Manage administrative tasks including updating records, tracking cases, and following up outstanding actions.
• Collaborate closely with internal departments to deliver a seamless client experience.
• Maintain up-to-date knowledge of company updates, product changes, and regulatory requirements.

Skills

Excellent communication

Client-focused

CRM experience

Problem solving

Attention to detail

Multitasking

Tools

CRM systems

Job description

This is an excellent opportunity to join a leading UK wealth management firm that provides innovative investment, pension, and financial planning services. The company prides itself on delivering exceptional client outcomes through technology-driven solutions and dedicated support.

We are seeking several Inbound Client Relationship Managers to join the team on a 4 -month fixed-term contract. This role has been created to support the business during a period of internal change, ensuring all clients receive the highest standard of care and communication.

This is not a traditional customer service role. You will handle specialist client queries, often more complex or sensitive in nature, requiring longer and more detailed conversations to ensure complete resolution and client satisfaction. This is a fast-paced high volume call role.

Key Responsibilities

• Manage outbound client communications via phone, email, and video calls, providing expert and empathetic support.
• Take ownership of client issues, ensuring full resolution and timely follow-up.
• Handle specialist or complex queries relating to investments, pensions, or financial planning.
• Conduct proactive client check-ins to maintain engagement and satisfaction.
• Manage administrative tasks including updating records, tracking cases, and following up outstanding actions.
• Collaborate closely with internal departments to deliver a seamless client experience.
• Maintain up-to-date knowledge of company updates, product changes, and regulatory requirements.

Key Requirements

• Excellent communication and interpersonal skills with a professional and empathetic approach.
• Experience within a client service focused role, retail, hospitality, office administration.
• Proven ability to handle complex queries and deliver client-focused solutions.
• Confident using technology and CRM systems.
• Strong attention to detail and ability to manage multiple client cases.
• Proactive problem-solving mindset with a genuine focus on client outcomes.
• Performance incentives throughout the contract.
• Opportunity to work within a respected wealth management environment with exposure to industry-leading systems and practices.
• Potential opportunity to secure permanent employment.
• Company pension contribution (increases with length of service).
• 33 days annual leave, including Bank Holidays (increases with length of service).
• Enhanced maternity, paternity, and adoption leave.
• Cashback on online purchases.
• Life Assurance.
• EAP (Employee Assistance Programme)
• Employee Referral Scheme.
• Family and friends mortgage referral scheme.