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Are you keen to make a difference in

Are you keen to make a difference in a dynamic organisation? Do you have a passion for putting the customer at the centre of everything you do?

We’re a fast-paced, dynamic Group at the cutting edge of building safe and recurring value for all of our stakeholders. Our core areas include: bespoke pension solutions, wrap platform, independent financial advisory, investment consultancy, research and due diligence, and more. We currently have £33bn Assets Under Management and are still growing.  

This role is within EISL, part of the Embark Group.

 

What you’ll do

 

In your role of Administrator, you will work as part of a team delivering consistently high levels of Customer Service across WRAP Platform products and processing any requests and transactions that come in from our customers.

The Partnerships team is the first point of contact for Advisors and Corporate Partnerships. Their responsibility is to provide clear and accurate responses to both email and telephone enquiries making it easy for our customers to do business with us. Individuals in this team are required to have a strong all round knowledge of the business and its products and be able to operate in line with agreed Service Level Agreements and within compliance guidelines.    

 

Key Accountabilities

 

  • Delivering consistently high Customer Service by responding to all customer contact and/ or instructions completely and accurately, and within the standards set by the company.
  • Processing all work in line with company SLAs.
  • Reporting any operational risk events/issues and near misses to Team Manager / Lead.
  • Identifying, logging and resolving any customer complaints as per FCA guidelines.
  • Processing all work in line with company procedures.
  • Adopting the TCF principles to ensure they are at the heart of all you say and do.
  • Delivering a ‘Right First Time’ approach to ensure a reduction in the cost of rework, errors and compensation
  • This role will have a responsibility to maintain an understanding of the Client Asset (CASS) rules and complete all CASS related training as and when required.

 

 

Who you are and the experience we’re looking for

 

Delivering excellence is no easy task, particularly when you are transforming a business. So we’re looking for someone with the right experience and behaviours to join our team. The ‘DNA’ we look for starts with high proactivity and tenacity, the desire to deliver service excellence, attention to detail and a passion for both innovation and continuous improvement. As well as this, you will need to have:

 

  • Knowledge of WRAP Platform products, procedures and systems, including reporting functionality.
  • Knowledge of the Financial Services environment.
  • Experience of working in a customer focused environment.
  • Take responsibility for own actions and making decisions.
  • Remain calm and composed in challenging situations, demonstrate resilience and tenacity.
  • Proactively maintain, develop and improve own technical competence and core skills.
  • Maximise effectiveness by working in a positive and supportive way with colleagues cross-functionally.
  • Make the best of everyone’s talents, ensuring that resources are shared with colleagues towards a common goal.
  • Take responsibility to develop potential.
  • Understand and respond to the needs of clients/customers, both internal and external

 

Why join us

Our approach centres on four primary enablers: our expertise, access to leading technology, focus on consumers, and capital.

We believe in transparency and meritocracy; we want to give all of our people the opportunity to be the best they can be, sharing in our future success.


 

 

 

Or, know someone who would be a perfect fit? Let them know!

OUR OFFICES

BOLTON  ∙  View all open roles here ›

EDINBURGH  ∙  View all open roles here ›

LEEDS ∙  View all open roles here › 

LEICESTER  ∙  View all open roles here › 

LONDON  ∙  View all open roles here ›  

MILTON KEYNES  ∙  View all open roles here ›  

SALISBURY  ∙  View all open roles here ›  

SWINDON ∙  View all open roles here ›  

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