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Customer Experience and Procedures Coordinators


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2022-06-24 15:02:411970-01-01 Lloyd Recruitment Services Limited
Job Type Permanent Full Time
Location Redhill
Area Surrey, UK Surrey UK Redhill
Sector Customer Service Financial Services Office Support
Salary £22k - £28k
Start Date
Advertiser Kim Williams
Telephone 01372818299
Job Ref KW11784
Description
Customer Experience and Procedures Coordinators
 
** £22k – £28k ** annual bonus ** Monday to Friday ** 9-5pm ** Flexible benefits package ** Hybrid working after probation period **
 
 
Fantastic opportunity awaits a competent coordinator to join a regulated financial services company, within their expanding Quality Control Team.
 
You’ll be responsible as part of a growing team of 34 currently, for carrying out routine checks on the new business divisions actions and complete score cards on each allocated case.  These checks could cover the customer experience pathway or the internal processes undertaken by the various teams.
 
You don’t necessarily have to come from a financial services background (although it would be beneficial), but you’ll need to demonstrate the ability to follow through on procedure requests within a given timescale (usually 5 working days).
 
What skills do you need and why:
 
  • Able to work to strict deadlines – due to the turnaround times needed by the QC team, you’ll usually be given a 5 day window to complete the checks
  • Able to multi task and time manage yourself – you’ll need to be able to handle a number of checks at the same time, and some maybe more detailed than others, so prioritising the more lengthy enquiries at the beginning of each week is a must
  • Flexible approach to teamwork – when colleagues are on holiday/absent, you’ll need to help out with a slightly increased workload, so that the department still maintaining their % ratios
  • Keen to learn – you’ll be receiving a full training programme to begin with, and with new policies and procedures being introduced all the time, you’ll be required to keep ontop of any changes and adjust your checks accordingly
  • Common sense – there is a pass, coach, fail element to the checks, and you’ll need to follow certain steps to reach a conclusion, but sometimes there maybe an element of flexibility and common sense needed to reflect a personal approach to a customers enquiry rather than the “scripted” response
  • An eye for detail, able to work in a structured and process lead environment – although each department works differently from the other, some elements will be mirrored across teams.  You’ll be required to check each action so that it reflects that particular task – remaining focused at all stages to avoid errors and oversights.
  • Positive and professional – you are going to be responsible for the ongoing monitoring and policing of the company and it’s universal brand name.  The customer experience journey is hugely important to them, and maintaining their standing in the market is paramount through the actions of this team.
 
Due to the nature of the role, you’ll be required to attend the office in Redhill for training, however upon completion though, they’ll be happy to accommodate hybrid working arrangements, unless you want to be in the office full time.
 
The Department Manager is extremely keen to ensure that the team has fun and a bit of down time, and regularly organises quarterly events for everyone, the last one involved an evening at an Escape Room, following by dinner at a local pub – all of which was funded by the company, so there is a really positive, friendly vibe throughout, and with more people joining as it heads towards becoming one of the most important divisions of the business as a whole, it’s a great time to join.
 
If you feel that this could be the challenge you are looking for, and you come from a background that reflects the above key skills, please don’t hesitate to send us your cv.
 
 
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
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