Our client is looking for a Client Services Representative to work as part of the Client Services team based in Farnborough. You will be responsible for contacting clients via telephone and email, supporting a team of managers in dealing with customer service enquiries, booking appointments and marketing campaign requirements. This position will be based in our clients office in Farnborough. Key Responsibilities: - Manage inbound and outbound calls and book appointments. - Respond to customer questions and resolve their issues - Respond to customer emails that require follow up - Generate required number of quality appointments (i.e. where there is a genuine need for our advice) to clients and prospects - Comply with all call script requirements, as well as accurate recording and reporting on all call activities within our back office system - Ensure that client’s policies, processes, regulatory guidelines and quality assurance requirements are met Essential qualities: - Excellent communication and listening skills - Excellent telephone manner - Strongly customer focused and be able to manage and overcome objections in a financial services context - The ability to relate to people and not get flustered in conversation - Accuracy and attention to detail is paramount - Resilient and diplomatic - Ideally has knowledge of regulations as well as products and solutions sold in the retail financial services market - Track record of meeting and exceeding targets - IT literacy and telephone user skills - Financial Services experience is desirable preferably obtained in a life and pensions environment - Experience of working in a fast paced and targeted environment - Business development or customer services experience - Desirable to have negotiation and objection handling experience - Experience in building and maintaining positive customer relationships