Customer Service Agent

3 weeks ago

Loughton, United Kingdom Mr Lender Full time

**No Visa opportunities available**

**Benefits**
- Working within a newly refurbished dedicated office space with onsite employee gym
- On site parking
- Central Line Train station within one-minute walk with quick access to Central London
- Close road links to M11/M25/A406/A12 and London
- Breakout space including games tables/machines
- Social events
- Pension Scheme
- Healthshield (health cash back scheme and counselling services)
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
- Eye Test / Glasses reimbursement scheme
- Various team and personal reward incentives

**Main Duties and Responsibilities**

Our aim is to provide the best possible customer service to each and every customer, which includes;
- Listen carefully and understand customers’ circumstances and needs
- To achieve your individual daily targets as set by the Customer Relations Manager
- Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company
- Assisting customers that are in financial difficulty and unable to meet their repayments
- Identifying the needs of a vulnerable customer
- Updating customer accounts accordingly with all the information received from any form of communication
- Ensure that all communication with customers is clear and easy to understand and where appropriate is adapted to the customer’s needs
- Work to continually improve on the quality of communication, ensuring customers are treated fairly to ensure good outcomes
- Work within the quality assurance guidelines and carry out the standard compliance checks
- Adhere to the SMCR conduct rules
- This is a summary of the role and the employee is expected to undertake additional ad-hoc duties_

**Person Specification /Skills/Education and Attributes**:
**Highly desirable**
- Confident telephone manner
- Strong written, listening and verbal communication at all levels
- A personable approach
- Approachable, empathetic and considerate
- Accurate attention to detail
- A team player who can demonstrate initiative
- Ability to manage own workload and meet Company targets
- Excellent customer service - ability to provide solutions
- Computer literate
- Excellent administrative and strong organisational skills
- You must act with integrity
- The ability to stay calm whilst under pressure
- You must act with due care, skill and diligence
- You must be open and cooperative with the FCA, and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must seek to achieve good customer outcomes specifically in relation to;
- Affordability
- Sustainability
- Customer understanding
- High levels of customer support

**Desirable**
- GCSE grade C or above in English and Maths (or equivalent)
- Familiar with the financial services marketplace or regulated environment
- Experience in a call centre environment

**Salary**: £20,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Free fitness classes
- Free parking
- Gym membership
- On-site gym
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- 8 hour shift

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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