Telephony Customer Service Consultant

16 hours ago

London, United Kingdom M&G Full time

On behalf of M&G, AMS are looking for a Telephony Customer Service Consultant for a 6 month contract based remotely within United Kingdom..

**We are AMS.**

We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces.

Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients' recruitment team and provide professional interim and temporary resources.

**We are currently working with our client, M&G.**
At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovationto develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver resultsand keep it simple.

**Job description - the role**

We are currently recruiting for a Telephony Customer Service Consultant to join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as well as continuously finding ways to help our Financial Advisers achieveand manage their client's portfolio.

As a Telephony Customer Service Consultant you will be responsible for:
People, Team and Work
- Take ownership for fulfilling a variety of work, which includes:

- Working as part of the Operation's telephony team, putting the customers at the heart of everything we do
- To provide accurate information and support to our Advisers and Customers
- Contribute to contact centre SLAs to support strong ASAs and answer rate
- Ability to work in a busy environment where high standards, productivity and quality are essential
- Owning customer queries, taking accountability for end to end resolution
- Become competent in the use of our online platform, to be able to confidently assist clients and advisers to support their use of the tools and online facilities available to them
- Undertake additional ad hoc tasks where required

Customer
- Behaviours and attitude to encapsulate a customer centric approach. Understand a customers' request, identifying what is required to deliver to that need
- Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
- Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
- Learn from feedback received on how to improve our service proposition and assist colleagues to meet collective business goals
- Identify ways in which we can continue to improve the way we do things
- All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales

**Key Knowledge, Skills & Experience**:
This role could be the perfect first step to a career in Financial Services, however the following skills & experience are desirable:

- Experience of working in a call centre environment
- Financial Services experience is desirable
- Organisational skills
- Ability to connect and build rapport where appropriate

**_The IR35 status of this assignment will be assessed following the selection process and prior to confirmation of assignment offer._**

Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business

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