Our Story

Genistar is one of the fastest growing financial services companies in the UK. We are dedicated to educating families about their financial choices.

When we started the company in 2007, with the focus of serving others, we chose the name Genistar. ‘Gen’ came from the word Genesis for creation, and we chose the word ‘star’ to represent leadership. Real leadership is about serving others.

Genistar is a professional company regulated by the Financial Conduct Authority (FCA). We do not offer advice, but instead we offer education and guidance for individuals to make the right choices

Visit: https://genistar.co.uk/what-we-do

The Role

We are seeking a professional and service-oriented Customer Support Specialist to join our Field Service team. This mid-level role is focused on supporting our Executive Vice Presidents, full-time, commission-based representatives and increasingly, our end customers, who are vital to our long-term growth.

You will be responsible for handling inbound calls, managing queries through CRM and ticketing systems, and ensuring every interaction is resolved efficiently and compliantly. This role offers a clear development path into broader client support and service delivery roles.

Key Responsibilities

• Act as the first point of contact for Executive Vice Presidents (Top Field Leaders) and end customers, handling inbound calls, emails and tickets with professionalism and empathy.

• Use CRM and ticketing software to log, manage, and signpost to our internal Infohub library to resolve queries efficiently.

• Troubleshoot mid to high-level issues and escalate complex cases to relevant internal teams.

• Support Finance department with commission-related queries when required.

• Deliver first-level support by conducting screenshare sessions to efficiently resolve inquiries and provide real-time assistance to clients and team members.

• Maintain accurate audit trails of interactions and resolutions in line with compliance standards.

• Create and keep solutions articles that contain information on business protocols and Genistar.Online platform up to date.

• Collaborate with Compliance team and Field Service colleagues to improve service processes and outcomes.

• Offer support and ensure that any client or Field representative complaints are handled with sensitivity, care and promptly escalated to the Compliance Team for thorough investigation and ongoing monitoring.

• Communicate with third party providers to ensure referrals queries are addressed appropriately.

• Identify and collaborate with the Team Leader to analyse emerging trends in customer service experiences, providing insights that inform and enhance service standards as the end customer base expands.

• Provide support to the team by assisting with file reviews during period of high volume.

• Constantly review and keep up to date with company knowledge and processes.

• Collaborate with the communications team to support the creation of training videos for new Genistar.Online releases.

Essential Skills & Experience

• Demonstrate strong verbal and written communication skills.

• Demonstrable experience in customer service, especially call handling, ideally gained through sustained practice in a professional setting.

• Proven track record of resolving queries and supporting clients in a compliance or regulatory environment.

• Established expertise in CRM and ticketing systems, with the ability to work independently and contribute strategically. For example, Freshdesk or Zohodesk

• Solid grounding in customer support operations, with practical exposure to troubleshooting and escalation processes in a regulated firm.

• Exhibit effective time management and proactive planning to enhance customer service results.

• Showcase exceptional emotional intelligence when managing difficult customer interactions, displaying empathy, patience, and professionalism throughout each call.

• Proficient in using Microsoft Office applications, including Word, PowerPoint, Excel, Outlook, and related tools.

Desirable Attributes

• A proactive mindset with a focus on continuous improvement.

• Creative thinking and possess the ability to innovate and devise concepts to raise the bar for customer service excellence.

• Interest in developing into more advanced client support roles.

• Experience operating at a professional level in client-facing roles, with evidence of successful outcomes.