Senior Support Manager

Job Listing No: 9740000

Senior Support Manager

Based in Dublin, the Senior Support Manager is an account management role for the St James Place Partnership.

About Capita | Business Unit

We are Capita, the UK’s leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we’ve helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

Role Detail

The Senior Support Manager is an account management role for the St James Place Partnership in St James’s Place who provides wealth management services; wealth management is their target market with high net worth clients/customers.

The role is focused on proactively building sound business relationships with all Partners and Cirencester (SJP Head office) whilst providing professional and expert customer care, thereby maintaining the link between Capita and its clients. To manage Customer expectations at all times in a positive and focused manner and seek feedback on the effect that this has on the business.

This is a great opportunity for individuals who have a passion for customer service, work on their own initiative, and are solution orientated.

This role is both extremely rewarding and challenging, is full of variety, covers the end to end processes and is an opportunity for someone to expand their business knowledge, add value to the SJPI business and increase the reputation and brand of Capita.

Key accountabilities:

  • Building relationships and providing dedicated support to St. James’s Place Partners

  • Provide bespoke service to Partners and St. James’s Place

  • Ability to handhold Partner queries for start to finish, while demonstrating excellent communication skills throughout

  • Resolving customer queries and regaining the customer’s confidence and the credibility of the company.

  • Identifying ways to improve and enhance the service being delivered within own area and be instrumental in forming “customer service can-do” environment in CLPSI.

  • Carry out one and done customer telephone and E mail requests.

  • Be proactive in obtaining critical feedback from the Customer and their clients and working with Team members, Team Leaders and Managers in continuous improvement as a result of feedback provided.

  • Promoting a customer focused image to internal and external customers.

  • Assist in identify training needs for staff feeding back to Management.

  • Participate in departmental and customer driven projects, which result in improved quality and customer focus.

  • Track and manage the Team’s handling of promises given and urgent cases.

  • Keep abreast of changes to or launches of products

  • Keep abreast of alterations to processes

    Skills, knowledge and experience:

  • Ideally operations experience in a Life Assurance business, however experience in Financial Service (front office) customer facing or general operations experience in an Insurance company including account management and customer service roles will be considered.

  • A good knowledge of Microsoft Excel, word and PowerPoint

  • Excellent Presentation skills and ability to build relationships with senior stakeholders essential.

  • Excellent written and verbal communication skills.

  • Influencing and negotiating Skills

  • Ability to work effectively and calmly under pressure

  • Clear and logical thinker with the ability to pay attention to detail.

  • Well organised

    What’s in it for you?

    At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, pension scheme and access to voluntary benefit options including; child care vouchers, share plan schemes, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita’s vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

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