Customer Service Associate

3 weeks ago


Wimbledon, United Kingdom Lloyd Recruitment Services Ltd Full time

**Customer Service Associate (Contact Centre) - FTSE 250 Organisation Based: Wimbledon £24,260 + comprehensive benefits package**

Working hours: The contact centre opens between 8.30am - 6pm, Monday - Friday (Shifts are 8.30 - 5pm, 9.30 - 6pm), no evening or weekend work. This is a hybrid working opportunity, 2 days office based, 3 days work from home.

The starting salary for this role is £24,260 irrespective of previous experience/salary.

The client is a well established, leading financial services organisation. They are offering a competitive salary and benefits package; a modern, professional and friendly working environment; together with the genuine potential of longer term career development.This is expected to be a part office based, part home based role therefore applicants must be easily able to commute to the offices in Wimbledon.

There is no sales aspect to this position; all calls are purely service based.

Job Role:

- Owning and driving resolution over the phone with internal and external customers
- Achieving top quartile Customer Satisfaction/Quality scores
- Responding to all inbound calls adhering to set targets (daily, weekly and monthly)
- Updating all system notes at the end of the call ensuring they meet the department’s required standards
- Ensuring compliance with all applicable regulation. This will include ensuring you are at all times compliant with the FCA and PCI principles and internal procedures for Treating Customers Fairly
- Adhering to the Complaints management process, and adopting a proactive approach to problem solving in order to prevent escalations
- Be a team player and participate in employee recognition programs
- Adopting a professional manner in all interactions with internal and external customers

Applicant Requirements:
**Experience**:

- Previous contact/call centre experience is preferred but not essential; the client will also consider those with a strong customer service background and a steady career history. This experience can have been gained from any industry although within theinsurance/financial services industry or other regulated industry would be preferred

**Education**:

- An excellent standard of both written and spoken English is essential for this position. Applicants must have achieved a minimum of grade C in both Maths and English at GCSE level (or equivalent)

Personal Attributes:

- Excellent communication, interpersonal and customer service skills
- An excellent standard of both written and spoken English to effectively deal with the customer base
- Proven analytical and problem solving skills
- Detail orientated and demonstrated ability to meet deadlines
- Excellent time management skills
- Demonstrated ability in problem solving and resolving customer issues/concerns
- Inclusive team member goal orientated and passionate about their work
- Strong PC skills including the ability to troubleshoot common problems and navigate the internet/intranet.
- Flexible, innovative and displays control while working in a pressurised environment
- Takes pride in presenting a professional image
- Strong character able to deal with difficult and challenging situations



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