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Customer Experience Consultant

4 months ago

Ringwood, United Kingdom Comdata Group London Full time

**Job Title**:Customer Experience Consultant (SIIL)

**Salary**:£22,650.19 per Annum

**Location**:Ringwood, Hampshire.

**Hours**:40 paid hours per week.

**Main Purpose of Role**

Your role will be to deliver an exceptional level of customer experience for all SIIL customers.

As the products are highly regulated, the environment we work in is highly regulated with maximum focus on TCF
(Treating Customer Fairly) and FCA regulations.

The role is a temporary role and you will need to pass a SWD check, Credit check and any additional right to work in the UK checks.

**Skills Requirements**
- Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning
- Ability to assimilate, relay & provide information whilst paying close attention to detail
- Ability to remain positive, courteous & professional at all times
- Focus on customer to deliver the FCA guidelines and fundamentals of the call SIIL require. At all points making sure the customers are treated fairly.
- Ability to communicate and empathise and a real willingness to help.
- The ability to stay focused and controlled, ensuring all core elements are addressed methodically.
- Expected to complete additional duties when required
- To have fun at work

**ESSENTIAL DESIRABLE**

Fluent in English, all systems written in English

Other relevant languages a bonus (increases team flexibility)

Fluent written communication in country of origin

Persuasive, resilient, enthusiastic personality

Confident, mature in outlook

Previous customer care service experience

Rapport building skills

Empathy building skills

Accurate data capturing (PC)

Focused on quality

Team player

**What are we looking to achieve?**
- Ensure we are delivering an exceptional level of customer service.
- All SIIL targets are met every month.
- Great customer feedback and customer survey scores.
- Quality score of 95% or above every month.

This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business.

**Who are Comdata Group?**

**Who are Stonebridge International Insurance Limited (SIIL)?**

Stonebridge International Insurance Limited (SIIL) is a financial services company, specialising in Accident Insurance
Plans across the United Kingdom. It is part of the Embignell group.

Stonebridge International Insurance Limited is authorised and regulated by the Financial Conduct Authority, firm reference number 203188. Also registered as a data controller with the Information Commissioner’s Office, number
Z529126X.

**Why work for us?**
- Comdata has a fun and sociable team environment working culture
- Pension Scheme with Standard Life
- Eye test vouchers and discounts
- Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 sites globally)
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid reward of £500
- Apprenticeship qualifications
- Recognition and Voucher rewards
- Free car parking
- Weekly dress down day
- Tech scheme
- Cycle to work scheme

**Position in Organisation**

The Customer Experience agent will report directly into the Customer Experience Team Manager and will have various support from colleagues nearby which will always be on hand.

**Operational Days and Hours**

With given notice, Comdata reserves the right to change your working hours.

Please note that whilst you will be supporting the Stonebridge International Insurance Limited (SIIL) contract, whose opening hours are 8.00am - 5.00pm Monday to Friday, your Comdata contracted hours will be 8.00am - 10.00pm
Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

**Systems & Training**

The initial training period is 2.5 weeks in a classroom environment, normal office hours of 8.00am - 5.00pm. You will also need to pass the required accreditations.

There are additional e-learning modules that will also need to be completed. These hours may flex an hour earlier or later to accommodate the trainers from SIIL.

There will be on-going training throughout your employment as and when required.

You will also receive a full company induction that will include many areas such as GDPR, the DBF Quality Management System and all other systems and soft skills training.

**Opportunity for Growth**

The Customer Experience agent will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.

Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client). Growth and development are encouraged and supported and over time, the Customer Experience agent may have the opportunity to progress their role and take on additional dutie