Assistant (Customer Help)

1 week ago

London, United Kingdom Financial Ombudsman Service Full time

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- Assistant (Customer Help)- Can you deliver excellent customer service in a busy customer focussed environment?._
- Contract: fixed term contract; 12 month_
- Working hours: 35 hours, 8am - 8pm_
- Salary: £22,125_
- Reporting to: Team Manager (Customer Help)_
- London docklands- O_
- ur permanent hybrid policy sees us all working at least four days across a fortnight in the office._
- The Customer Help department is a contact point for all our customers at the start of their journey with us, and throughout all stages of their case. We have exciting opportunities for several Assistants to join us- As one of our Customer Help Assistants, you’ll join a busy team that supports consumers and businesses we’re working with, responding in a timely manner without compromising quality - making sure their enquiries are progressing quickly and efficiently to our Case Handlers. You’ll be preparing cases by understanding problems brought to us by consumers, in order to move things along as quickly as possible. By listening carefully, asking thoughtful questions, thinking pragmatically, and communicating effectively, you’ll quickly understand and get to the heart of the problems customers bring to us. There’ll be different ways you do this but most importantly it will involve giving customers an immediate steer on their situation - including confidently signposting to other organisations who can help - leaving a positive experience so our customers are confident to come back and use our service again- To succeed, you’ll need to demonstrate that you know how to deliver an excellent service to customers. You will need to have great attention to detail, and excellent keyboard and data entry skills. You’ll be a strong team player - always keen to help out and share your knowledge - who’s able to look at a problem and think of new ways to tackle it. And you’ll need to be flexible and willing to adapt, showing the potential to quickly grasp a range of processes and procedures.- To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
- Minimum Criteria- have practical knowledge of GDPR
- demonstrate excellent customer service - you will know how to make sure our customers feel they have been heard
- be able to communicate effectively in both written and verbal communications - you are able to adapt your communication style to meet the needs of your audience
- demonstrate a high level of accuracy and attention to detail
- have a good working knowledge of Microsoft word, outlook and excel
- having a focus on providing a superb level of service to customers; both internal and external
- possessing the intellectual and problem solving skills to really get to the heart of issues
- sharing your knowledge, learning from others, and asking when you’re unsure
- Desirable Criteria- We would also like you to have the following skills:
- an ability to spot trends and common themes when handling consumer enquiries
- the confidence to share your views and suggestions for improvement with your peers and manager
- exceptional customer service experience and knowledge
- being adaptable to changing demands in a face paced environment
- Why Financial Ombudsman Service?_
- Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.- Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Free tea and coffee
- Fully equipped on-site gym open 24 / 7 (London office only)
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our Coventry office is 2 minutes’ walk from the main station
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too
- How do I apply?- To apply, please upload a single document that includes your most up to date CV and your supporting statement (of no more than 500 words) telling us how your relevant skills and experience rel

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