Inbound Call Handler

2 weeks ago

Billericay, United Kingdom Pure Resourcing Solutions Full time

A financial services company based in Essex are currently recruiting for an Inbound Call Handler to join their specialist service team.
**Working Pattern**: Hybrid working, 2 days in office & 3 days at home working. Monday to Friday 37.5 hours. 1 in 4 Saturdays required, which will be home working from 8am to 12 noon
**Main Purpose of role**: To resolve written & verbal customer complaints promptly and respond to them in good time, resolving wider customer issues.
**Skills & Experience Required**:

- Excellent telephone manner
- Excellent ability to listen & empathise
- Interpret and respond clearly and effectively
- Work well as part of a team
- Excellent organisational skills
- Strong knowledge of Microsoft office including Excel & Word
- Previous experience in financial services will be highly beneficial

**Key Duties**:

- To provide an initial point of contact for inbound telephone calls
- To take payments for customers over the telephone
- To set up direct debits with customer over the phone
- To transfer customer to relevant internal teams or to take message/notes
- To identify, respond and log complaints and escalate when required
- Always ensuring that customer resolutions are met in set time frame
- Adherence to regulatory requirements and the company’s internals policies and procedures
- To be clear in all dealings with customer & third parties

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