Member Contact Consultant

Role Objective

To provide a telephone based support service for the proactive management and first time resolution of member queries to support the delivery of the Personal Touch Proposition.

  • Provide first call telephone response service for the business ensuring incoming calls are answered within required service levels.
  • Take ownership of queries raised, ensuring a proactive response is provided through efficient and effective communication with internal and external stakeholders within required service levels.
  • Adaptable working style to ensure core team objectives are met whilst prioritising workload in line with departmental capacity.
  • Provide help desk support and coaching for resolution of Toolbox queries.
  • To build and maintain effective relationships both internally and externally in order to support with the delivery of the member contact strategy
  • Maintain accurate audit trails in relation to member contact and outcomes and to support with the maintenance of appropriate departmental MI and record keeping.
  • Identify trends in order to support with the effective management of root cause analysis and risk mitigation
  • Assist Members with understanding and implementation of PT procedures and workflows.
  • To provide support with the effective management of reception and internal and external post management.
  • To provide an outbound call service to support project delivery with key messages.
  •  To undertake any additional adhoc duties when necessary in order to support the business in achieving its overall objectives.
  • To achieve Individual and team objectives which have been set out from the wider business objectives
  • Departmental targets

Role Competencies

Competency name Level
Risk Management 1
Teamwork and Collaboration 2
Communication 2
Influence 2
Adding Customer Value 2
Competency name Level
Managing Self 2
Innovation and creative thinking 2
Strategy Development 1

Selection Criteria

The following criteria will be used in the selection for this post. You may not have all these attributes or you may have weaker skills and evidence in some areas with strengths in others. The selection decision will be based on the requirements of the job and how well your particular skills, knowledge and approach enable you to take and succeed in the role. You should have most or all of the following:

  • Communication Skills –Questioning and listening
  • Building relationships
  • Analysis and Interpretation of Data
  • Problem Solving
  • Critical Reasoning
  • Conflict Management Skills
  • Initiative
  • Time Management
  • Planning and Organisation
  • Computer Literate
  • Working knowledge of Financial Service Industry Products and Services
  • Personal Touch Service Proposition
  • Personal Touch Functions and Teams
  • Regulatory and Best Practice Knowledge
  • 3 line of defence Model
  • Customer Services
  • Answering and dealing with queries
  • Proven telephone experience
  • GCSE or equivalent (Essential)
  • Level 3 Financial Services Qualification (Desirable)

Vetting Requirements

The following vetting procedure will be carried out when recruiting to this role:

  • 5 years referencing
  • DBS check
  • Credit check

Regulatory Requirements

Treating Customers Fairly

The Team Administrator must have a clear understanding of the concept of Treating Customers Fairly (TCF) and how Personal Touch seeks to comply with this FCA requirement.

Responsibility, both individually and jointly with the other managers of the Personal Touch Management Group for ensuring that at all times the firm and the network treat their customers fairly (TCF) in accordance with the FCA Principle 6.

The Team Administrator will be responsible to the Credit Control and Solvency Manager for ensuring that any and all processes and procedures within his/her remit complies fully with Personal Touch’s TCF policy.

Anti-Money Laundering, Data Security and Confidentiality

All employees are required to abide by the Personal Touch Groups procedures and standards in relation to anti money laundering, data security and confidentiality and to complete training courses as required.

Three Lines of Defence Model

The Personal Touch Group operates a “three lines of defence” controlled environment as described below:

First Line of Defence


Second Line of Defence


Third Line of Defence
Approved Persons and Senior

Managers in all Business Areas

Risk and Compliance Team Internal Audit
Accountable for:


The promotion of the fair treatment of customers at all times

Having sufficient resource and competent personnel to carry out risk assessment(s) and mitigate risk effectively

Having adequate systems and controls to support the Risk Management Framework

Having appropriate quality assurance and governance arrangements in place to detect and mitigate emerging risk issues

Where mitigation of risk depends on other business areas or third parties, obtaining effective “buy in” from other business areas/third parties

All risk decision making

Identifying and managing

risks and Incidents via the Personal Touch risk framework

Accountable for:


Maintenance of Risk Management Framework document

Providing challenge to first line of defence business areas on the effectiveness of their risk assessments and mitigating actions

Oversight of the management to ensure that risks and incidents are identified appropriately

Monitoring the FCA Conduct

Risk horizon and alerting the business to issues that may impact Personal Touch

Undertake periodic risk

assessments and compliance monitoring reviews to assess the effectiveness of the systems and controls and

to ensure the business is regulatory compliant

Accountable for:


Conducting audits of the first and second line of defence to assess the effectiveness of the Risk Management Framework

Note: The Board supported by Internal Audit and both the Audit and Risk Committees monitor the overall risk profile of the firm, and ensure that adequate financial resources are maintained.

This role is confirmed to be in the first line of defence.