Customer Services Assistant

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

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