Customer Engagement Advisor

Job description

Customer Engagement Advisor

Location: Bromsgrove (B60 4JE), 5 days per week on site

Contract type: Permanent

Working hours: Full‑time, 35 hours per week, Monday to Friday, 9am-5pm

AFH Wealth Management is proud to be one of the UK's leading independent financial advisory and wealth management firms and we are recruiting for a Customer Engagement Advisor to join us in our contact centre.

Our Customer Engagement Advisor are responsible for generating leads as a result of marketing activity across the business. You will be part of a growing team, handling both inbound and outbound customer calls. Candidates should have an outgoing and positive demeanour and a strong work ethic, with the ability to work well within a team environment.

As our Customer Engagement Advisor, you will be responsible for:

• Managing a high volume of inbound and outbound calls generated through marketing activity
• Following communication scripts in line with FCA compliance
• Identifying customer needs
• Maintaining professional relationships with lead‑taking advisers to ensure fair distribution
• Keeping accurate records of all customer conversations within the internal CRM
• Meeting targets relating to the quality of conversations
• Attending training sessions to continuously improve knowledge and performance
• Any other reasonable request made by the Client Engagement Manager or Senior Management Team

What we are looking for in our ideal Customer Engagement Advisor:

• Excellent communication skills, especially listening
• Self motivated with a confident telephone manner
• Strong IT skills, including Outlook and MS Teams
• Ability to multitask, switching between systems, managing calls, emails, and the customer journey database
• Experience in a role where inbound and outbound calls are part of daily duties with KPIs

Benefits and Perks at AFH

• Flexible working & holidays - Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service.

• Social perks - To recognise and celebrate employees' great work we are all invited to our annual Christmas and Summer parties.

• Pension - We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
• Bonus scheme - All AFH employees are offered a competitive salary and a discretionary annual bonus, following completion of a year's service.
• Health and wellbeing - The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and wellbeing initiatives, including discounted health club memberships and free healthcare benefits.
• Professional development - We are committed to helping you reach your potential by offering tailored learning and development programmes.
• Shopping discounts - Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses.

Apply today to register your interest in joining our team and learn more about the benefits and perks of working at AFH and what it is like to work here via our careers website .