Customer Service Representative
2 weeks ago
We're looking for dedicated customer service advisors to join our supportive, collaborative team in our Basingstoke contact centre.
You'll be the key point of contact for customers when they call in. Providing them with information about their financial products and helping them become self-sufficient with our online platform.
You'll give a positive customer experience in each and every call, welcoming them in a professional manner.
Opening hours are 8am - 9pm Monday - Friday and 8am - 6pm Saturday.
We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals.
Reports toContact Centre Team Manager
Team Responsibilities
At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve.
The team will handle all inbound call interactions and manage live web chat conversations.
We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.
Specific Role Responsibilities- Engage customers in genuine, enjoyable conversations to understand their needs- Managing calls in line with our agreed service levels.- Manage live web chat conversations- Providing the right solutions for customers- Consistent achievement of agreed quality auditing- Attend training sessions to continuously improve knowledge and performance- Suggest areas for improvements which could result in an enhanced customer experience and/or cost savings to the company.
Performance Assessment- MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager- MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation- Mandatory training completed and passed by required date- Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.
What we offer- Be part of a successful company that continues to grow and expand into new markets- Unique exposure to UK markets and a broad range of investment products- Global career opportunities- Friendly, open and motivating work environment- Cycle to work scheme- Fully paid private health and life insurance plus other add on benefits- Fully paid training & development opportunities- Paid parental leave- Flexible working- Volunteer leave
Additional Information
At FNZ, we recognise that diversity, inclusion, and accessibility are important factors for our success.
We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals.
Recruitment decisions at FNZ are made in a non-discriminatory manner where all employees are valued and respected.In particular, we want to ensure accessibility needs are well supported thus, ensuring our recruitment process is fair and equitable for all applicants.
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