Benefits: Enhanced pension. health insurance, 24 days annual leave+ bank holidays
About MPFS
MPFS is a long-established financial services organisation with a proud history of supporting the Metropolitan Police family – officers, staff and their loved ones – through protection products, savings solutions and financial education.
As we continue to expand our support to police forces across the UK, we’re looking for a Customer Services Assistant to join our team in Orpington. This is a customer-focused role where you’ll help people make informed financial decisions while delivering a high standard of service in a regulated environment.
The Role
This role is a blend of customer service, relationship management and regulated financial administration. You’ll spend your time speaking with customers by phone and email, guiding them through new applications and renewals, processing paperwork accurately, and working closely with our Field Team to ensure customers receive the right support.
You’ll work towards clear and achievable targets linked to new business, customer retention and service quality, always with the customer’s best interests at the centre of what you do.
What You’ll Be Doing
Acting as a first point of contact for customers and prospects, responding to enquiries by phone and email
Supporting customers through new applications, renewals and ISA transfers from start to finish
Building trusted, long-term relationships with customers and prospective members
Working towards agreed new business and retention targets in a compliant and ethical way
Handling inbound and outbound calls confidently, ensuring accuracy and professionalism
Processing customer documentation, applications and correspondence with a high level of attention to detail
Working closely with the Field Team and Field Team Manager to support the police affinity group
Attending events when required to support customer engagement
Contributing to service improvements while following detailed processes, procedures and SLAs
What We’re Looking For
Experience in customer service or financial services, ideally within a regulated environment
Confidence handling both inbound and outbound calls
A customer-first mindset with the ability to listen, influence and build rapport
Strong attention to detail and good organisational skills
The ability to manage your time effectively and adapt to changing workloads
Confidence using MS Office and working with multiple systems
A positive, reliable and professional approach to work
You’ll be someone who:
Enjoys helping customers and understanding their needs
Is proactive, organised and comfortable working towards targets
Works well as part of a team but can also take initiative
Stays calm under pressure and communicates clearly
Takes pride in delivering a high-quality service
Why Join MPFS?
Be part of a values-driven organisation supporting the police community
Join a stable and growing business with a strong reputation
Work in a supportive team environment with clear processes and guidance
Competitive salary and benefits, including enhanced pension and private health insurance
The opportunity to grow your experience within financial services
