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Customer Service Advisor

2020-03-02 17:33:152020-03-29 Lloyd Recruitment
Job Type Permanent Full Time
Area Greater London, UKSurrey, UK Greater London UK
Sector Customer Service & Call CentreFinancial Services & Banking
Salary £21,400
Currency GBP
Start Date
Advertiser Milly France
Telephone 01372 818 299
Job Ref 10251
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.
The client is a well-established, leading financial services organisation. They are offering a competitive salary and comprehensive benefits package; a modern, professional and friendly working environment; together with the genuine potential of longer term career development. The benefits include discretionary annual bonus, pension contributions, 25 days holiday (plus a day for Christmas shopping in Nov/Dec!), Private Medical Insurance through Bupa, interest free season ticket travel, subsidised gym membership, plus much more!
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).
Working hours: 37.5 hour week in shift patterns between 8.30am-6pm Mon - Fri, no weekend working required.
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
  • Ensure you personally demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
  • Adopting a professional manner in all interactions with internal and external customers
Applicant Requirements:
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
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
NB: Unfortunately due to the high level of applications received by Lloyd Recruitment Services, we are only able to contact shortlisted candidates.
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