The Role

We are currently recruiting for a Client Services Associate, to work within the Hansard Administration Services Ltd. Operations department. The successful candidate will be part of a Customer Service team based in the Isle of Man. The department is responsible for all aspects of product administration and relationship management.

The Client Contact Team plays a vital role in managing a diverse range of inbound client and advisor queries, including calls and written correspondence. This team is responsible for handling queries, providing detailed information, and resolving issues promptly and professionally. They serve as the primary point of contact for clients and advisors, ensuring that all interactions are courteous, informative, and aligned with the company’s service standards. Additionally, the team meticulously documents all communications, updates client records, and ensures that follow-up actions are taken in a timely manner.

The Client Contact Team is dedicated to delivering a high standard of customer service and satisfaction. They work closely with other departments to escalate complex issues and ensure that client and advisor needs are met efficiently. The team continually seeks to enhance communication processes and leverage technology to improve response times and service quality. By staying informed about company policies, products, and industry trends, they provide accurate and up-to-date information to clients and advisors, reinforcing the company’s commitment to excellence and support.

Key Responsibilities

• Actively contribute to the successful delivery of the departmental objectives along with your own personal
  business objectives and performance development plan
• Be a team player and contribute to the “one team” approach across all of Client Services
• Take ownership of and resolve any queries through to a satisfactory conclusion
• Support ongoing reviews and updating of procedures within the team and department
• Responsible for the accurate and efficient completion of administrative tasks provided
• Support our approach of full ownership of customer and adviser queries from receipt until the customer’s expectations have been satisfied.
• Ensure pended work is reviewed, chased and closed within expected timescale
• Proactive, solutions-based approach to understanding issues which arise, and able to implement actions according to administrative policies and Procedure
• Timely and professional contact with stakeholders should be maintained at all times
• Assist in developing, implementing and sharing best practices
• Contribute to a proactive working culture
• Be part of an innovative culture to problem solving
• Take personal responsibility for data integrity

FULL ROLE PROFILE