Customer Service Agent

5 months ago

Stoke Poges, United Kingdom MSP Direct Sourcing Full time

**Job title**: Customer Service Agent

**Location**: Stoke Poges (SL2) - Hybrid role 2 days in the office per week

**Contract length**: 6 months rolling contract

**Pay Rate**: £15 - 18 per hour

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for a Customer Service Agent on behalf of a leading company in the business finance solutions sector. This role is a hybrid position based in Stoke Poges working 2 days in the office and 3 days from home on a 6 month rolling contract.

You will work as a member of the Operations Team to provide an unrivalled, outstanding service to all internal and external customers. This role is within the Customer Services team and focuses on responding to high volumes of customer calls, written correspondence, and internal queries. You will be an enthusiastic, friendly member of the Operations Team adding value to the overall level of service the business provides and helping to work towards the company vision while delivering on our values, Responsible, Excellent & Innovative.

**Responsibilities**:
Respond to all customer queries and requests in an accurate and timely manner
Process transfer requests, financial amendments and refund requests on customer contracts within appropriate time-scales
Ensure Customer Records are kept up to date and accurate
Proactively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods
In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies
Maximise upon revenue opportunities for the business through identification and capture of sales-leads, the collection of transfer / admin fees where appropriate and effectively deal with potential debt issues, resolving problems where possible to prevent arrears / bad debt.
Work to industry and regulatory guidelines and time frames
Effectively and efficiently deal with switchboard calls for the business ensuring that we deliver exceptional service and direct customers to the right person or department.

**Key Skills / Experience Required**:
Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing
Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment
Experience in using Microsoft Office packages
Excellent Communication skills - both verbal and written
Good Organisational and time management skills
Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable

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