Customer Service Advisor

6 months ago


Leeds, United Kingdom Solo Search Full time

**Position**: Customer Service Advisor

**Suitable for**:Inbound** **Customer Service Advisor, Case Executive, Case Administrator

**Location**:Leeds**, **West Yorkshire (close to train station)***

**Salary**:£21,255 plus bonus + bens

**Please note that unfortunately, our client is unable to offer sponsorship**

The main focus of the Customer Service Advisor is to provide the Re-mortgage Case Executives with an effective, high quality and professional telephony support to ensure the smooth running of the department and progress re-mortgage caseloads through to pre completion and post completion.

**Skills/attributes**:

- Minimum 6 months in a Customer Service Advisor or similar role
- Excellent customer service skills
- Working knowledge of MS Office inc Word, Excel & Outlook
- Must be a team player
- Excellent written and verbal communication skills
- Good organisation skills
- Ability to work in fast paced environment
- Ability to prioritise and use initiative
- Great attention to detail
- Minimum of 5 GCSE’s grades A-C

**Desirable skills**:

- Previous experience working in a re-mortgage department
- Experience of working on behalf of clients
- Experience in customer facing environment

**Customer Service Advisor role & responsibilities**:

- Take inbound calls in volume
- Work closely with case executives supporting them in progressing re-mortgage files from instruction to file closure
- Liaise with relevant parties to chase any outstanding documentation/information to enable progress of the case in line with client service level agreements and internal targets
- Ensure relevant systems and files are updated on a regular basis
- Deal with any ad-hoc tasks as required
- Make case executives aware of potential problems / complaints on files and deal with difficult situations in a confident and highly professional manner
- Review documents and update the case management system with relevant information
- Review files to ensure all necessary information is obtained in order for a completion date to be arranged
- Work to department, team and individual targets in line with client service level agreements
- Flexible working to cover opening hours to ensure our customers are provided with an excellent journey during their re-mortgage
- Share knowledge and experience with colleagues as appropriate

Full job description is available on request



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