Job Description
This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
The role:
Provide technical support to the Partnership regarding Pensions, Protection, Tax and Trusts or Advice Guidance. Provide a peerless technical query resolution service, via phones, email and Live Chat, adhering to agreed standards, to Partners and PSS to agreed service levels. Provide 'added value' services to the Partnership as required. Personally contribute to the continuous improvement of the technical query resolution serviceBe a technical specialist for the team and Partnership to refer to.
What you'll be doing:
* Accurately resolve technical and advice queries received via Live Chat, phone, email, ASK and any other digital media within agreed service levels
* Drive continuous improvement of the technical query resolution service through liaison with various departments to develop systems and tools to support the Partnership in resolving their queries in the most efficient way
* To provide bespoke presentations to potential and existing Partners to enable them to be the best and most productive that they can be
* Consult on bespoke complex queries as part of the Mezzanine service (a service that Partners book for longer more detailed queries), acting as the subject matter expert
* Take a high degree of personal responsibility for maintaining awareness and improving own technical knowledge in the Financial Services and Wealth Management sector, SJP products/processes/system knowledge as well as service skills
* Lead development for colleagues through the delivery of training in line with the Pathway to Competency to ensure the continuation of a high standard of service in the team
* Draft and technically sign off the development, launch and maintenance of supporting technical/advice framework content and material for distribution to the Partnership through selected media (eg. Techlink articles, Partnership websites)
* Acting as subject matter export on projects within the division and wider company
Who we're looking for:A technical expert who enjoys working in an environment that allows your technical knowledge to flourish and help others in what is a valuable service for the partnership.
Essential Criteria
* Qualification to level 4 Diploma required and working towards/willing to work towards level 6 (chartered)
* Recognised experts of all products/services/systems offered and used by SJP regarding Pensions, Protection, Tax, Trusts and Advice Guidance
* Solid understanding of the SJP Advice Framework
* Strong written and verbal communication
Desirable Criteria
* Experience of working across a variety of media including Live Chat, email and telephone
* Experience of working in a fast-paced technical query resolution environment - with high quality standards and deadlines