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Digital Savings Operations Live Chat Casual Worker

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Investec

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Banking & Finance
  • London
    Remote

AI generated summary

  • You need a solid internet connection, regulatory knowledge, strong communication skills, customer service experience, and the ability to work under pressure in a fast-paced, client-focused environment.
  • You will engage with clients via Live Chat, assist with onboarding and servicing inquiries, support vulnerable clients, identify process improvements, and log complaints for fair treatment.

Requirements

  • to work from home in the UK in a safe, private and distraction free environment
  • a solid internet connection (download speed - 10mbps; upload speed - 3 mbps
  • Regulatory Knowledge as applicable to role
  • To act with integrity at all times and embrace the philosophy of treating our customers fairly
  • Understand and follow all relevant compliance considerations including the regulatory environment and appropriate processes, procedures and their implications
  • Be able to identify any relevant business risks and escalate them accordingly
  • Strong communication skills
  • Experience dealing directly with clients and maintaining client relationships, within a service or sales environment
  • Any other attributes that would be helpful, but not essential for the role.
  • A passionate and energetic service mind-set
  • Ability to work under pressure and to tight time frames
  • Self-motivated with an ability to work individually and as part of a team
  • Good listening skills
  • Previous experience in a Live Chat/Customer Service role
  • Able to work well in a fast-paced environment
  • Friendly and client focused

Responsibilities

  • Live Chat agent - using Live Chat functionality you will be the first point of contact for: prospects during the onboarding journey answering any questions or helping to solve any issues clients with servicing needs clients who have questions, queries, complaints or compliments
  • Identifying clients who are in vulnerable situations and helping to figure out how we can support them
  • Proactively spotting patterns in the frustrations or needs of our clients, identifying where we can update our processes, tools or products to improve client experience
  • Identify and log client complaints ensuring that clients are treated fairly and can share their thoughts and concerns

FAQs

Do we support remote work?

Yes, we support remote work in a hybrid format, where you will work from home part of the time.

What are the working hours for this position?

The position requires a minimum of 8 hours per week, with shifts scheduled between Monday and Friday from 16:00 to 20:00.

Is there training provided for this role?

Yes, there is training provided for the first month, with two days each week spent in training at the Gresham Street, London office from 09:30 to 16:30.

What is the expected internet speed for this job?

You need a solid internet connection with a download speed of at least 10 Mbps and an upload speed of at least 3 Mbps.

What qualifications are necessary for this role?

While specific qualifications are not mentioned, strong communication skills and experience in customer service or a similar environment are highly valued.

Is previous experience in Live Chat customer service required?

Previous experience in a Live Chat or customer service role is helpful but not essential for the position.

What kind of support is available for employees' well-being?

Investec offers a range of well-being benefits, including a Wellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App, and Optional Private Medical & Dental Insurance.

How does Investec promote a sense of belonging and inclusion?

Investec embeds a culture of belonging and inclusion, encouraging everyone to be themselves, which helps drive innovation, creativity, and business performance.

Can I apply for this role if I do not meet all the criteria?

Yes, Investec encourages candidates to apply even if they do not meet all the criteria, as they value entrepreneurial spirit and diversity in applicants.

What resources are available for candidates with disabilities during the application process?

The Recite Me assistive technology is available on the Careers pages to assist candidates with disabilities or neurodivergent needs during the application process.

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Investec

Out of the Ordinary insights from the world of finance and our partners. We create and manage wealth.

Finance
Industry
10,001+
Employees
1974
Founded Year

Mission & Purpose

Investec is a company that offers a wide range of financial services, including banking, asset management, and investment solutions. Their ultimate goal is to provide comprehensive financial products and services to individuals, businesses, and institutions, helping them achieve their financial goals and aspirations. Investec's purpose revolves around delivering expert financial guidance, innovative solutions, and personalized support to their clients, aiming to foster financial growth, stability, and prosperity. Through their diverse offerings, Investec seeks to empower clients in managing their finances, making informed investment decisions, and navigating the complexities of the financial landscape.

Benefits

  • Be healthy

    Being healthy means taking care of yourself, your body and your lifestyle holistically. Eating healthily, keeping active, sleeping well and doing what makes you feel your best. You will have access to excellent healthcare choices, including private medical insurance, 24-hour GP access, onsite physiotherapists (in London), wellbeing subsidy, dental plans, income protection and regular eye tests.

  • Be you

    Being you means bringing your whole self to work. Balancing and integrating your personal, family, financial and work life to create greater harmony and connection. To ensure you feel valued and rewarded, we will support you with an attractive salary and bonus scheme. We also offer a generous pension scheme, and independent free pension and mortgage advice. Should the worst happen, we also offer a death-in-service benefit. Also, to support you and your loved ones through the many life stages, we offer generous parental and dependant’s leave policies, and a series of events and activities to help you navigate life changes. Annual leave starts at 25 days and increases the longer you stay with us. We also offer part-time and flexible working options when possible.

  • Be present

    Being present means taking care of your mental wellbeing, so you feel empowered to realise your potential and able to cope with the stresses of life. We have onsite and telephone-based clinical psychologists, as well as a professional and a confidential 24/7 Employee Assistance Programme that is always there to help.

  • Be connected

    Being connected means taking care of and feeling connected to your social wellbeing. It’s a sense of belonging, purpose and relationship in the workplace, your local community and your environment. If you’re passionate about contributing to the community, you’re in the right place. Here you can take up to two paid days a year to work with our community partners. We also arrange fun and meaningful volunteering opportunities throughout the year. You can also join one of the many networks at Investec, such as the award-winning group of environmental champions, Team Green, and our diversity and inclusion networks - Gender Balance, LGBTQ+, Multicultural and YoungMinds. We also recognise the commitment and loyalty of our colleagues with referral schemes and long-service awards.