Customer Service Agent

4 weeks ago

Newhaven, United Kingdom Clearline Recruitmentment Ltd Full time

**Job Title**: Customer Service Agent

**Location**:Croydon

**Salary**:£19,500 per annum / £1,900 STI

**Full Time**

**Responsibilities**
- Proactively retain policies via inbound cancellation calls where appropriate, in line with the company retention strategy
- Consistently offer an opportunity for customers to provide feedback via service tick to ensure the business continually improves the service we provide
- Deliver excellent customer service for our clients and customers by responding to all written correspondence and take the appropriate measures to resolve any enquiries
- Responsible for essential maintenance of customer's policies by ensuring all data is captured and processed accurately in accordance with agreed service and quality standards
- Ensure TCF standards are maintained, and data protection is delivered consistently
- Contribute to a 'customer driven' culture of continual improvement, take ownership and become empowered to contribute to meeting business goals
- Ensure all complaints are logged accurately and undertake comprehensive assessments of each complaint, taking active steps to ensure that a fair and balanced outcome is reached for the customer
- Support & work closely with the Customer Relations Unit redirecting and escalating complaints when necessary
- Provide feedback to Team Manager about the effectiveness of standard operating processes and highlight potential risks to ensure the department operates in the most efficient manner possible
- Achieve departmental and individual objectives relating to productivity, product knowledge and attendance
- Proactively handle and log all complaints in line with our company complaints policy
- Undertake work of a related nature, or perform duties other than or in addition to those outlined above to support the wider business

**Requirements**:

- Experience of contact centre and/or customer service environments, preferably in a regulated environment, along with previous administrative experience
- Experience of successfully working to targets and deadlines
- Work with integrity, independently or as part of a team to achieve personal and business objectives
- Excellent communication skills and attention to details
- Ability to improve and develop following coaching and feedback

**For more information, please contact Jamie Watson at Clearline Recruitment.

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