Specialist: Sales and Service Support Full-time Job

Specialist: Sales and Service Support

Date: 05-Oct-2022

Location: Durban KZN ZA, NL, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.

Purpose

To provide specialist advice and support relating to client services, through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

3 - 5 years experience in a similar environment

Minimum Qualifications

Higher Diplomas [NQF Level 06] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Plan, organise and complete own tasks in a manner that meets performance objectives.
• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Proactively identify problems and apply known solutions in line with procedural guidelines and escalate unresolved issues.
• Demonstrate a complete understanding of pricing and proposal models to enhance customer growth, retention, satisfaction.
• Provides support to Advisors that enables them to assist clients to choose the best product(s) available for their needs and explain the various solutions company offers for their business issues.
• Report on transactional activities within set guidelines to provide timely information for decision making in area of accountability.
• Deliver on agreed performance objectives according to set procedures and service level agreement.
• Plan and organise own tasks to make sure that performance objectives are met.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.

Customer

• Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Resolve client queries and escalate problematic queries to ensure prompt and effective resolution, enhancing the client experience.
• Build and maintain contact with advisers and other stakeholders to promote organisational products and services.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Communication skills (Fundamental) (Intermediate)
• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Basic)
• Functional Policies and Procedures (Intermediate)
• Product and/or Service Knowledge (Intermediate)
• Business Administration Skills (Basic)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

• Professional/Technical learning (Basic)
• Organisation and Attention to Detail (Intermediate)
• Interpersonal Effectiveness (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Intermediate)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

Vaccination Policy & Hybrid Working Model

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position.

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.