Customer Relations Representative

5 days ago


Leeds, United Kingdom LTHT Staff Bank Full time

A great Opportunity to work with a great finance company in Leeds. We are looking for 10 Customer relations Representatives

25 hours a week

**Job Role**
- You will be responding to customer queries from shareholders and employees (or their appointed representative). Technical and soft skills training will be provided.
- You will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.

**Key Accountabilities and main responsibilities**
- Identify opportunities for process improvements that positively impact the customer’s experience
- Effectively respond to inbound contact from customers and their representatives in line with service levels and at first point of contact
- Adhere to Identification & Verification checks (ID&V) on all enquiries and in line with procedures
- Develop and demonstrate expert knowledge and awareness of our products & procedures and ensure this knowledge is kept up to date by completing mandatory training and responding to coaching and other learning
- Demonstrate strong verbal communication skills and a passion for great customer service. Identify the customers’ needs and respond positively and professionally.
- Escalate queries, complaints, risks and issues promptly in line with procedures
- Accurately record information in the relevant systems
- Use core systems to effectively respond to service enquiries
- Support and assist other teams / projects as requested
- Respond to feedback and identify own areas for learning and self-development and take responsibility for own performance
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices
- Demonstration of successful study at GCSE level and above
- Working knowledge of Microsoft Office programs (Outlook and Word)
- Customer Service/Contact Centre Experience

**Experience & Personal Attributes**
- Proven experience within a Customer Service Contact Centre environment?
- GCSE (or equivalent) Maths and English grade C or above
- Proven experience of working (and delivering) to daily, weekly and monthly targets?
- Experience within the Financial Services industry
- Strong communication skills - both written and verbal
- Customer focus and a desire to resolve queries
- Strong problem solving ability and good attention to detail
- Investment Operations Certificate (IOC) qualification or working towards (desirable)

£10.77 per hour



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