Customer Support Assistant

3 weeks ago


Plymouth, United Kingdom TQR Consultancy Ltd Full time
As a Customer Support Coordinator, you will handle incoming and outgoing calls from customers who have a Lifetime Mortgage with the company. You will be responsible for servicing their accounts and providing administrative assistance for the customers.
You will join a team of Customer Support Representatives who are passionate about going the extra mile to ensure that the customers receive the best service possible whilst remaining compliant with the key regulatory bodies.
This is a permanent, full time position, Monday to Friday 9am to 5pm. The role will be full time in the office during your probationary period (3months) whilst training, then you would be eligible for hybrid working as signed off by your manager. Start date ASAP.
Key Responsibilities:
* Handling incoming and outgoing calls efficiently, providing accurate and informative guidance/resolutions to customers questions.
* Build positive rapport with customers, providing excellent customer service in each interaction.
* Complete all administrative duties (letter writing, document updating, updating account details, respond to customer requests)
* Manage mortgage accounts e.g., providing annual statements, property information checks.
* Ensure compliance with all internal procedures and key regulatory rules at each customer interaction (FCA, GDPR, Complaint Handling & Vulnerable Customer identification and management)
* Processing post-completion applications upon the request of a customer.
* Support with the testing of new products and changes within internal systems where required.
* Keep up to date with internal training and e-learning, as well as being pro-active in your own personal development.
Essential Experience / Qualifications and Attributes Required:
* Phone based customer service experience
* Polite and friendly telephone manner
* Positive and pro-active attitude to work and your own development.
* Confident user of Microsoft Office packages (e.g., Word, Excel, Outlook)
* Minimum grade C GCSE level Maths and English (or equivalent)
* Keen eye for detail and a curious nature.
* Experience working in a regulated environment (i.e., banking, finance, insurance) is desirable
If you have the relevant experience as detailed, please submit an up to date CV by using the ‘apply’ button.
For an informal chat about this position please call Geraldine at TQR Plymouth

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