Customer Service Representative
3 days ago
To deliver exceptional customer service by putting the customer at the heart of everything we do, ensuring a high quality of work and adherence to company values.
We're committed to creating a customer-focused business, providing expertise on financial and tax planning, home finance, and annuities propositions, and offering collective fund solutions.
As a key member of our team, you will be responsible for ensuring end-to-end processes are accurate and within stated timescales, maintaining technical product knowledge, and supporting team colleagues.
You will also investigate and resolve complaints and queries, identifying and addressing the cause and remedying the underlying issue, balancing the needs of the customer, the Company, and Regulator.
Key Accountabilities:
- To take responsibility for end-to-end processes of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with.
- To maintain technical product knowledge to support team colleagues, provide cover, and achieve department objectives.
- To answer incoming telephone enquiries, respond to them, and fully document how they were resolved, ensuring that all communications are handled accurately and adopting the most appropriate method of communication.
- To investigate and resolve complaints and queries, identifying and addressing the cause and remedying the underlying issue, balancing the needs of the customer, the Company, and Regulator.
- To actively contribute to the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct, and improve on own self-development.
Requirements:
- Excellent customer service experience
- Ability to operate in a fast-paced, dynamic environment and work under pressure
- Intermediate knowledge and experience of MS Office
- Minimum of 5 A*-C GCSEs (including English and Maths)
- Award in Financial Administration or willingness to work towards this qualification
We offer a competitive salary and comprehensive reward package, including income protection, private medical insurance, life assurance, a generous pension, and bonus scheme, along with support for personal and professional development.
Canada Life UK is committed to a diverse and inclusive workplace, providing the right environment for talented people to do their best work by respecting, understanding, and valuing individual differences.
We appreciate that everyone has different work and life responsibilities and are happy to discuss flexible working arrangements, including part-time, for any of our roles.
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