Provides in-depth support and leads problem solving and implementation efforts for all supported products and services.

Job title:

Product Service Consultant

Job Description:

To manage the entire customer on-boarding process and maintain regular contact with all our customers, providing an excellent customer service experience whilst ensuring all customer records are up to date and compliant.  

Act as a primary point of contact for customers and be responsible for successful activation for new accounts, within defined Service Level Agreements (SLAs), ensuring customer adoption and ongoing consumption of our products and services.

Responsible for pro-active, ongoing customer care and communication, triaging customer issues through to resolution and acting as ambassadors of our products and services in order to retain our customers.   

Receiving and placing telephone calls for complex procedures or to handle any problems with customer accounts. Cultivating and maintaining ongoing customer relationships. Tracking information about the customer and account-related information. Determining service level standards for customer service requests for product lines. Suggesting improvements and changes to better meet customer needs and service level agreements.

The ideal candidate must have the following;

• Outstanding customer relations skills.
• Excellent communication skills both verbal and written.
• Ability to prioritise workload and to meet SLAs.
• Ability to work independently and as part of a team.

The following skills would be advantageous but are not essential;

• Experience in customer service and using CRM databases.  
• Familiarity with General Data Protection Regulation (GDPR).   
• Experience in ‘Software as a Service’ (SaaS) based implementations.
• Experience in financial services (investments and protection).
• Experience of Microsoft products.
• Experience with Salesforce software platform.

The ideal candidate will possess the following personal attributes;

• Self-motivated and pro-active.
• Desire to continuously improve own knowledge.
• Willingness to assist others.
• Diligent, well organised and process driven. 
• Conscientious and uses initiative.
• Reliable, diplomatic and co-operative.
• Flexible and willing to adapt to change. 

About Synaptic

Synaptic delivers a variety of fin-tech solutions to the financial services marketplace across protection (insurance) and investments (wealth management). Synaptic is currently undergoing a new software development project which offers great opportunity in a growing market. The role holder will be instrumental in bringing new financial planning applications built in Salesforce platformâ„¢ onto the financial services market. Potential to develop the role to become more focused on Salesforce consultancy.  

This role is home based with travel to client sites and offices when required

What’s in it for you?

• Competitive base salary plus bonues
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.