Customer Service Agent

25 Aug 2017
21 Sep 2017
Contract Type
Full Time
Customer Service Agent



Jardine Lloyd Thompson Group plc (JLT) is one of the world's leading providers of insurance, reinsurance and employee benefits related advice, brokerage and associated services. Our client proposition is built upon our deep specialist knowledge, client advocacy, tailored advice and service excellence. Together, we place our clients first, champion independent thinking and expect to be judged on the results we deliver. JLT has offices in 40 territories with more than 10600 employees supported by the JLT International Network enabling us to offer risk management and employee benefit solutions in 135 countries.

Role Summary:

To answer calls, respond to emails and conduct outbound telephone calls educating pension scheme members on important choices regarding pension scheme options and identifying then introducing the need for financial advice where appropriate. Achieve quality, risk and productivity-led SLAs whilst also achieving and maintaining all competency requirements under our Training and Competency scheme.

Key responsibilities:

* Understand the needs and expectations of customers and manage these expectations in accordance with JLT SLA's.
* Provide guidance on illustrations and establish whether customers are in an informed position to allow them to make a decision
* Identify members who would benefit from taking financial advice and making the appropriate referrals to make this happen
* Can identify and address areas where customer's understanding is lacking or incomplete.
* Can convey sometimes complex concepts and terminology in an effective way that increases understanding.
* Can Identify and flag technical questions and out of scope questions, escalating them where appropriate.
* Read and understand customer pension related illustrations.
* Can effectively position the benefit of engaging in the service we are offering.
* Carry out the above in accordance with JLT and FCA procedures.

Skills Required:

* Financial services experience in a telephony capacity - these calls are about education and information and are not of a transactional nature
* Pension knowledge, particularly in a DB environment would be very advantageous.
* Can perform in a T&C environment.
* Good general education with competent numeracy ability
* Effective communication skills
* Competent in the use of IT systems
* Be organised, take ownership and problem solving ability

Additional Details:

As you would expect from a company like Jardine Lloyd Thompson, we offer highly attractive reward packages. We are aware of how integral our employees are to our progress, so we ensure that everyone shares in that success. Whilst this varies from company to company within Jardine Lloyd Thompson in the UK, typical benefits can include:

* Employee share schemes
* Flexible Benefit Scheme (called Choices)
* Generous holiday entitlement
* Pension Plan
* Private healthcare scheme

JLT aims to be an equal opportunities employer and we would like to encourage applications from all the community, irrespective of race, religion, gender, disability, age or sexual orientation