Customer Experience Executive

Core Duties and Responsibilities

• Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
• Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
• Respond to basic queries referring to senior colleagues where appropriate.
• Contribute to the completion of the team s workload.
• Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
• Undertake duties at a similar level as required.
• Ensure compliance with Equiniti s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
• Always to undertake the duties of this role in accordance with the requirements of the company s Regulators.
• Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
• Ensure that all work is undertaken within the quality system.
• Ensure that work and ethics comply with all security arrangements both physical and information.

• Excellent communication skills; Strong phone and verbal communication skills along with active listening
• Proven experience in a customer support role
• Meeting targets for accuracy, quality, volume and agreed service levels
• Familiarity with CRM systems and practices
• Basic understanding of data protection principles and knowledge in AML
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Adherence to procedures and regulations.
• Demonstrate willingness to contribute to team beyond own immediate tasks