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Customer Servicing Officer
4 months ago
**Job Title: Customer Servicing Officer**
**Salary: £21,500**
**Location: Shirley**
**Hours**:37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch). There is hybrid working options with at least one day a week to be based in the office.
We are delighted to be recruiting on behalf of our client, a well-respected and long-established financial services company based in Solihull who is currently recruiting to expand their innovative and energetic team.
**Purpose of the role**
To respond to customers and process information in response to their written enquiries and requests regarding their accounts.
This will involve dealing with written communications from Customers/authorised third parties in a professional and timely manner ensuring service standards are met, whilst working within the regulatory framework and adhering to policies and procedures, in order to provide suitable and fair outcomes for our customers.
An excellent level of Customer Service is required along with a high level of commitment and self-motivation.
**Key Duties**:
- Examine accounts and determine the appropriate action, this may include identifying a potentially vulnerable/sensitive customer or a customer struggling from potential financial hardship via correspondence received and refer to the specialist team.
- Deal directly with customers providing accurate and timely information responding to their queries using written communication
- Keep accurate records of customer interactions
- Communication with internal and external departments as necessary
- Adhere to all FCA rules, guidelines and principles
- Adhering to agreed company regulation and legislation
- Perform all tasks within the agreed CLS service levels.
- Carry out duties consistent with your current grade as directed.
- Adhere to HRD and CLS policies and procedures
- Manage, organise and update relevant information onto CACS/Aries
- Become conversant with all processes and procedures relating to the department
- Represent the organisation in a highly professional manner
**Key Skills/Experience Required**:
- Possess excellent written communication skills
- Customer Service focused
- Ability to use own initiative and work as an effective team member
- Ability/experience to identify where vulnerability or other underlying reasons are suspected
- Ability to recognise when to adapt communication style to suit the customer
- Problem analysis and problem solving with an attention to detail and accuracy
- IT aptitude and the ability to learn appropriate systems
- Adaptability and the ability to remain calm under pressure
- A passionate ‘can-do’ attitude
- Grade C or above GCSE (or equivalent) in English and Mathematics.
In return for your hard work, you will earn a starting salary of **£21,500 **and excellent benefits.
**Job Types**: Full-time, Permanent
**Salary**: £21,500.00 per year
Schedule:
- Monday to Friday
Work Location: One location
Reference ID: MPR00929
