Customer Service Representative
6 months ago
Customer Service Representative - Basingstoke
Role Description
We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant 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.
Our standard full-time contracts are 40 hours per week (5 days per week at 8 hours per day). 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.
Typically most of our team work 8am - 5pm or 8.30am - 5.30pm.
Reports to
Contact 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.
As a customer service advisor, you will be an integral part of this team and delivery.
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.
Experience required- Relevant Financial Services experience or relevant call handling role- Passionate about customer service- Strong attention to detail- Proficient in the use of technology: telephony and computer systems- Ability to multi task- Ability to support and suggest improvements
LI-CM1
- About FNZ_
- FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back._
- We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution._
- We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA)._
- Together with our customers, we help over 20 million people from all wealth segments to invest in their future._
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