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Date Added: Thu 26/08/2021

Telephony Advisor - Stockbroking

West Yorkshire, UK
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Job Type: Permanent, FullTime

Salary: £10.11/hour

To commence the development of your career with Halifax Share Dealing Limited (HSDL), offering excellent quality customer service over the phone assisting new and existing customers to execute UK and International dealing orders in line with FCA regulation, HSDL Internal Procedures and Lloyds Banking Group policies, and provide support for a range of other duties, including registering new accounts, providing Website navigation, accurately resolving complaints in line with the groups Complaints Policy and providing technical support.

Under close supervision you will be coached and assessed against the key measures that must be achieved to prove your competence to offer customer support for brokerage and custody services.

At times this role will involve working in a high pressure environment, but we'll provide great training and help you develop your knowledge of our products and processes.

To identify, investigate and resolve customer complaints, taking the complaint from end to end and concluding with the right and satisfactory outcome for the customer whilst ensuring all regulatory and service standards are adhered to.

You will be ready to apply your learning, knowledge and judgment to accurately identify, investigate and resolve a variety of complaints in line with the groups Complaints Policy and provide or source technical support.

Key Accountabilities:

* Deliver first class customer service through the provision of accurate, professional and friendly contact over the phone to a wide range of customer enquiries that cover the range of products and services offered by HSDL including ISA's, Self- Invested Personal Pensions and Online Investment Accounts, across multiple Lloyds Banking Group Brands.

* Ensuring that all transactionsare accurately recorded in accordance with internal processes and procedures

* Work within the parameters set by your Team Manager to meet your work allocations, personal and professional development targets

* Build relationships typically at peer level across the business in order to clarify facts, verify technical details, exchange information or resolve enquiries and issues. You will be expected to escalate these as appropriate.

* Record all customer complaints received in line with the group complaints handling policy, take ownership for resolution, resolve complaints where possible and reach the correct outcome.

* Accountable for the identification, logging, investigation and resolution of a range of customer complaints. Completing a full understand of the situation and ensuring the right outcome for the customer. Escalating issues as appropriate.

* Be self-sufficient to build knowledge of the London Stock Exchange, International Stock Markets and all aspects of trading equities. To ensure that this is kept up to date from all relevant sources, and be motivated to supplement and maintain your own Continuous Professional Development in this area

* When required demonstrate the flexibility to support other business areas

* Be a true advocate of HSDL & LBG values by promoting and demonstrating them in everything you do

Key Capabilities, Knowledge, Skills and Experience:

* A positive approach to customer service is essential, with an excellent telephone manner.

* Strong communication skills, and able to present factual information in a logical and structured way

* IT literalte, comforable with the use of keyboard and software applications

* Able to use arithmetical/numerical skills to undertak a range of basic calculations to support customer enquieries

* Maintains a positive outlook with a desire to succeed

* Flexible and adaptable to changing demands

* Ability to work as part of a team as well as independently

* Ability to motivate self and others to achieve challenging goals

* Complaint training - incluidng a full understanding of Resolve and its completion, and a knowlege of all regulatory risk requirements, when reportable/not reportable and SLA timescales. Understaning of the complaint handling regulations to LBG and FSA.


* Experience of working in an execution only stock broker or financial services environment desirable but not essential. Alternatively experience gained in a banking, accounting, book keeping or other financial discipline


* An interest in financial services.

* Analytical Skills

* Oral Communication

* Procedural/Product/Specialist knowledge

* Self/Work organisation

* Written Communication

The Benefits

* The position is a Customer Service Advisor role with a mixture of working from home and also office based. You will be required to work in the office for the first few weeks in order to get your systems up and running, and then working from home will be discussed with your Team Leader.

* The position will consist of Customer Service Telephony Duties

* The position is paying £10.11 per hour

* 6 month contract with the possibility of extension after the 6 months.

* The working hours are between either 8am - 9pm on a 6 week rotation as below:

Week 1 Mon-Fri 08:00-16:00

Week 2 Mon-Fri 09:00-17:00

Week 3 Mon-Fri 10:00-18:00

Week 4 Mon-Fri 13:00-21:00

Week 5 Mon-Fri 08:30-16:30

Week 6 Mon-Fri 08:00-16:00
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