Customer Service Agent

Who you are

• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments
• Financial Services Expertise: Solid background in the financial services sector
• Exceptional verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers
• Adaptability: Thrives in fast-paced, ever-changing environments
• Organizational Mastery: Strong organizational and time-management skills
• Customer Journey Insight: Comprehensive experience across the entire customer journey

What the job involves

• You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi-channel contact centre
• By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform
• If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team!
• High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes
• You will work in a dynamic, fast paced environment, working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo
• Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services
• Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve
• Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience
• Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions
• Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes
• Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards

Benefits

• Compensation: We review salaries each year to ensure performance is rewarded and we retain our talent. If your responsibilities increase, so will your pay! You’ll also be included in our annual discretionary bonus scheme, linked to your performance.
• Holiday: You’ll start with 25 days a year of annual leave, plus public holidays, with an extra day of holiday added for each completed year of service (up to a maximum of 30 days). Plus, we’ll give you your birthday off each year.
• Health & Wellbeing: We’ve got you covered with private health cover through Vitality, with some additional perks, discounts and rewards to keep you active. You can also take advantage of our Employee Assistance Programme, with 24/7 support for issues like bereavement and health worries, access the cycle to work scheme and benefit from paid sick leave if you need to take a break.
• Learning & Development: We have a variety of internal learning opportunities to support your development, including company-funded training to support your professional development, and department-specific career pathways to provide growth and advancement opportunities.
• Pension: UK and Ireland-based employees will be automatically opted in to our enhanced pension scheme, with options to flex your contribution via our salary exchange scheme (or opt-out completely) as your choose.
• Family: All colleagues benefit from life insurance (4x base salary) and paid maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 26 weeks. Our flexible working policy is designed to offer support where needed.