Customer Service Advisor

4 weeks ago

Cardiff, United Kingdom Candidate Source Ltd Full time

**Start the New Year with a New Customer Service Advisor RoleJoin an exciting new Team within an established Financial Services Organisation**
We are recruiting exciting new roles for a brand new Mortgage Customer Experience centre in Cardiff City Centre for a Global Financial Services Organisation. This is a rare chance to join a new business right at the start of their journey where you will getthe chance to contribute directly to how they do things for both customers and colleagues and shape your role
They will invest in your training from day one and give you all the motivation and support you need, along with a salary of up to £22,000 per annum, £250 to spend on flexible benefits or add to salary, 28 days holiday plus Bank Holidays, pension scheme, lifeassurance, private medical insurance, share purchase schemes, discounts at a huge range of high street stores, 24/7 employee assistance programme, volunteer days, critical illness cover, gym membership scheme, plus many more
**What’s the best thing about working here**
As a new Customer Service Advisor, you will be a founder member of the team and help to build, test and shape the business roles and teams.
The aim is to create a great working culture and environment - People love working with this organisation. Their culture in other areas of the business is inclusive, supportive, and collaborative with clear values and behaviours. They have recognition and rewardinitiatives and a fun down-to-earth buzz and energy in their other offices. They also love fundraising for the community and support local charities and with many social events to get involved with.
**As a Customer Service Advisor, your day-to-day responsibilities will include**:
Initially you will be involved in getting everything set up: testing systems, ensuring the processes work correctly for the team and customers and then getting ready for launch day. Once live, your role will then transition to becoming part of the experiencemortgage team.
- Dealing with a range of queries from updating personal details to providing quotations, payments and managing correspondence.
- Helping customers with questions, issues, feedback and general queries, you’ll care about the service you give everyone by communicating in a transparent, empathetic and positive way to understand and pinpoint their needs.
- Providing key data and information as needed.
- Be able to identify customers who are vulnerable and know how to support them.
- Solving problems, understanding the causes, and fixing them as quickly as possible.
- Working to financial regulatory policy and procedures requirements and compliance standards.

**We are looking for Customer Service Advisors who have the following skills and experience**:

- Some previous customer service experience gained face to face or via calls/webchat.
- Excellent communication and listening skills.
- The ability to explain processes in a clear, empathetic and straightforward way.
- Comfortable working to deadlines and targets.
- A positive, pro-active attitude and willingness to learn and develop.
- Have excellent attention to detail with an organised and methodical approach to work.
- Have the right to work in the UK and are a UK resident.
- Comfortable using a headset, computer, keyboard and different IT systems which you will be trained on.
- Enjoy solving problems and improving solutions pro-actively.
- Work well on your own and as part of a professional and friendly team.

You will work in teams that are made up of colleagues from a range of backgrounds. You don’t need previous financial services experience as full training on products and internal systems will be provided.
You will be working 37.5 hours per week on a rotational basis Monday-Friday, between 8am - 8pm, Saturday 9am - 1pm with no Sunday working or Bank Holidays. (However, the role will be 9am - 5pm Monday to Friday until the launch date ) Please note that if youare working a late or Saturday shift you will be able to work from home.
This is a hybrid role meaning that there will be a flexibility to work from home but this will be in line with your teams needs and at the discretion of the Operations Manager and Business requirements.
You will need to be able to start in Mid-March and your full attendance is needed for the 2 weeks training programme without taking any holidays during this period. Training will be Monday - Friday 9am-5pm.

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