Customer Service Associate
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| Job Type | Permanent Full Time |
| Location | Wallington |
| Area | Greater London, UK |
| Sector | Customer Service Financial Services Insurance |
| Salary | £24,260 |
| Start Date | |
| Advertiser | Kim Williams |
| Telephone | 01372818299 |
| Job Ref | LO12204 |
- Description
- Customer Service Associate (Contact Centre) – FTSE 250 Organisation Based: Wimbledon £24,260 + comprehensive benefits package
Lloyd Recruitment Services are recruiting on behalf of a FTSE 250 financial services organisation who are keen to recruit Customer Service Associates to be responsible for the resolution of telephone based inbound customer enquiries. They seek applications from those seeking a longer term career based opportunity.
Working hours: The contact centre opens between 8.30am – 6pm, Monday – Friday (Shifts are 8.30 – 5pm, 9.30 – 6pm), no evening or weekend work. This is a hybrid working opportunity, 2 days office based, 3 days work from home.
The starting salary for this role is £24,260 irrespective of previous experience/salary.
The client is a well established, leading financial services organisation. They are offering a competitive salary and benefits package; a modern, professional and friendly working environment; together with the genuine potential of longer term career development. This is expected to be a part office based, part home based role therefore applicants must be easily able to commute to the offices in Wimbledon.
There is no sales aspect to this position; all calls are purely service based.
They are keen to receive applications from those who are genuinely passionate about providing the highest standards of customer service at all times. Applicants must have either previous call/contact centre experience, or a steady and proven customer service background, and have achieved a minimum of grade C in both Maths and English at GCSE level (or equivalent).
Job Role:
Owning and driving resolution over the phone with internal and external customers
Achieving top quartile Customer Satisfaction/Quality scores
Responding to all inbound calls adhering to set targets (daily, weekly and monthly)
Updating all system notes at the end of the call ensuring they meet the department’s required standards
Ensuring compliance with all applicable regulation. This will include ensuring you are at all times compliant with the FCA and PCI principles and internal procedures for Treating Customers Fairly
Adhering to the Complaints management process, and adopting a proactive approach to problem solving in order to prevent escalations
Be a team player and participate in employee recognition programs
Adopting a professional manner in all interactions with internal and external customers
Applicant Requirements:
Experience:
Previous contact/call centre experience is preferred but not essential; the client will also consider those with a strong customer service background and a steady career history. This experience can have been gained from any industry although within the insurance/financial services industry or other regulated industry would be preferred
Education:
An excellent standard of both written and spoken English is essential for this position. Applicants must have achieved a minimum of grade C in both Maths and English at GCSE level (or equivalent)
Personal Attributes:
Excellent communication, interpersonal and customer service skills
An excellent standard of both written and spoken English to effectively deal with the customer base
Proven analytical and problem solving skills
Detail orientated and demonstrated ability to meet deadlines
Excellent time management skills
Demonstrated ability in problem solving and resolving customer issues/concerns
Inclusive team member goal orientated and passionate about their work
Strong PC skills including the ability to troubleshoot common problems and navigate the internet/intranet.
Flexible, innovative and displays control while working in a pressurised environment
Takes pride in presenting a professional image
Strong character able to deal with difficult and challenging situations
Due to the high number of applications only candidates that are shortlisted will be contacted.
