Client Services Representative

CLIENT SERVICES REPRESENTATIVE - FARNBOROUGH

We are looking for a highly organised and customer-focused professional to join our client’s Client Services team
. This role plays a key part in delivering an excellent client experience by managing inbound and outbound calls, booking appointments, responding to customer queries, and ensuring clients are guided to the most appropriate service or point of contact.

You will also handle follow-up customer emails, support advisers with client servicing activities, and build strong relationships with clients and internal stakeholders. A professional telephone manner, strong administration skills, and the ability to manage workloads effectively are essential to success in this role.

This will be a hybrid working role, based in Farnborough on a 14 months FTC
.

• Handle inbound and outbound calls from clients, prospects, and pension scheme members
• Book appointments and provide pension-related information where appropriate
• Respond to customer questions, resolve issues, and direct queries to the correct service or team
• Generate high-quality appointments where there is a genuine need for financial advice
• Support allocated advisers by booking annual reviews in line with the Client Service Agreement
• Make GDPR-compliant outbound calls to support advice opportunities and client servicing needs
• Accurately record all call activity and outcomes within internal systems, maintaining a clear audit trail
• Respond to and manage customer emails requiring follow-up action
• Ensure all policies, regulatory guidelines, and quality assurance standards are met
• Participate in project work and contribute to achieving wider business goals
• Support colleagues by sharing workloads and assisting with queries and escalations
• Lead team huddles in the absence of the Team Leader, distributing workloads and supporting technical discussions

• Excellent communication and listening skills, with a professional and confident telephone manner
• Strong customer focus, with the ability to manage conversations effectively and overcome objections in a financial services context
• High levels of accuracy and attention to detail
• Strong planning, organisation, and time-management skills
• Resilient, diplomatic, and able to remain calm and personable during challenging conversations
• Proactive and able to show initiative while working as part of a team
• Comfortable adapting to change in a fast-paced environment

• Proven experience in a telephone-based customer service, appointment booking, or business development role
• Experience working in a targeted environment, with a track record of meeting or exceeding performance goals
• Strong understanding of how customer servicing interacts with sales, administration, and marketing teams to deliver an exceptional customer experience
• Experience building and maintaining positive, long-term customer relationships
• Confidence using Microsoft Office applications and telephone systems
• Experience with in the financial services sector, ideally in life, pensions, or regulated advice environments
• Knowledge of financial services regulations, products, and solutions in the retail market
• Negotiation and objection-handling experience, preferably within financial services

• Good general education
• A degree (or equivalent qualification) in a business-related discipline is desirable but not essential

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