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Customer Service Representative

4 months ago

Swindon, United Kingdom OneFamily Full time

**Purpose of the role**:
Your role is to create excellent customer experiences. Dealing with inbound calls from our customers, listening to their concerns, servicing their accounts understanding what’s gone wrong, then delivering an effective, fair and correct outcome.
You’ll get to the heart of the issue, and with your humour, empathy and brilliant listening skills, will guide them through their journey with us.

Check us out on YouTube in the link below why OneFamily is a fantastic, fun, supportive and rewarding place to work:
OneFamily - Come and join the team
**Key responsibilities**:
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Dealing with inbound calls from customers on a range of products
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Putting our customers at the heart of everything we do, using common sense and judgement to find the best outcome for each customer
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Being proactive in responding to queries in the most efficient way possible for the customer and OneFamily
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Taking ownership of a customer’s query from start to finish, making sure it’s responded to within the agreed service level
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Identify and implement opportunities to improve the customer experience, and how we work, to support a culture of continuous improvement
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Work with Customer Services to share knowledge, and also keep yours up-to-date by supporting the teams with work from time to time

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Skills / Experience / Knowledge:
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- Have experience in delivering excellent customer service

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Excellent verbal and written communication skills
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Attention to detail
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Exceptional interpersonal skills
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Able to work independently
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Practical Knowledge of Office 2010 and Outlook
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Knowledge of company and regulatory complaint handling guidelines
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Good understanding of the FCA and PRA framework, including TCF outcomes, and how these relate to your day-to-day work

**Salary**: £21,761.00 per year