About This Role

Summary of the role

Act as Technical Support to Customer Services, dealing with technical queries from administrators & customers. Individuals in this role will provide input to projects and review all procedural changes as well as providing day to day to support with more complex customer queries, risk events, work orders and to support and coach less experienced colleagues.

Please be aware that the role is available in the following locations: Peterborough, Bristol, and Salisbury

What you'll be doing

• Act as technical reference for all administrators always ensuring the highest level of accuracy and professionalism. Identifying training needs to Team Managers and Process Trainers
• Actively contribute towards the achievements of Service Level Agreements of the department
• Personal skills acquisition such as attaining accreditation and supporting other team members with theirs
• Demonstrate personal commitment to constantly improving processes through improvement initiatives, eliminating waste, improving customer experience.
• Delivery of specific projects / Risk Events / Work Orders / KPIs
• Evidence of personal continuous improvement and driving continuous improvement within the team or wider area
• Where audits are to be completed, completion of personal target for Quality Audit sample size and Re-audit sample size. This includes completion of required spread of audits across team, colleague's, processes, open and closed file audits as required as well as providing appropriate and timely feedback to colleague's
• Manage & maintain Procedure guides, checklists and template documents, ensuring they are updated with legislation & process changes, including Money Laundering Procedures, Compliance and Data Protection policies
• Ensure protection to our customers, the business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators for this role, AXA's legal (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance, TCF)
• Application of Legal/Regulatory knowledge by conducting all duties in accordance with defined policies and procedures and in line with the New Consumer Duty

What we're looking for

• Detailed knowledge of a full range of heritage AXA, Friends Provident and Scottish Widows products
• Accreditation of all or majority of processes.
• Ability to understand relevant product features
• Ability to operate process steps (manually and/or using appropriate business systems)
• Ability to analyse and interpret information
• Training & Coaching Skills
• Excellent communication skills
• Computer literate
• Ability to identify and act on customer requirements
• Ability to demonstrate & role model Diligenta values
• Good planning and organising skills

The hiring manager to contact is: Helen Copeland Email: helen.copeland@dgaviva.com

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