Front Office Executive

You will be interacting with our personal and business customers over the phone and via live chat. You will be the 'voice' of Client aiming to Surprise & Delight our customers by being an expert in our processes, systems and digital channels. You will deliver customer service and create FANS for life through your 'Attention to Detail' by offering a consistent first contact resolution approach. As an Front Office Executive you will understand and demonstrate our Culture, Values and Behaviours within Front Office Executive and across client as an organisation.

What I need to do – my accountabilities :-

• Solve problems and delight customers, you will ask lots of open questions to understand customer's needs, then act efficiently to provide a first call resolution and fair outcomes.

• You deliver customer experience utilizing our call and chat framework and quality assurance standard to guide you, you act with good faith for our customers to achieve their financial goals.

• You get a kick out of solving problems and serving customers. You will serve a wide range of customer queries, many of your customer queries will be complex in nature. Once you complete business training you will be handling business queries such as bulk/batch payment troubleshooting, token support as well as international payments at both retail and business level. From the beginning of you journey you will handle complex call and chat types such as customer complaints or supporting our vulnerable customers.

• Using your in depth knowledge of our products and processes, coupled with you resilience, tenacity and professionalism to find solutions for our FANs.

• Perform at a high level every day to deliver the key performance indicators for the role; average handling time, schedule adherence, errors and customer satisfaction.

• Attending to every detail on calls and live chat is essential, operating in a regulated environment, serving both simple and complex enquiries, aiding vulnerable customers and making things right when they sometimes go wrong.

• You are able to clearly articulate information being provided to customers via live chat by using simple and clear language to provide an efficient and high level of customer experience

• You demonstrate the ability to maintain high levels of attention to detail and proactively correct and double check any potential spelling and grammatical errors when responding to customer via live chat

• Ability to maintain high levels of attention to detail when multi-tasking as you could be servicing multiple customers via the live chat platform at any given time

• You will adopt a future issue prevention mindset by looking ahead to understand what else the customer might need as part of a future or follow up request when servicing them and educate the customer on how they can self serve their query and set the customer up to win long term

• How to operate professionally always, whether under pressure at busy times or when solving complex, time pressured customer issues for our personal and business FANs.

• To be passionate about your personal growth and development, taking accountability for your own success and progression.

• Passion to learn & understand Client products, processes, risk & compliance. Fully embedding your knowledge so our FANs are protected against fraud and any other security risks is paramount.

Skills :-

• Be resilient and tenacious in your job role, particularly during busy times to surprise & delight our FANs whether it's the first or last call of the day.

• How to manage customer complaints effectively and with empathy, taking ownership for making things right for our FANs.

• How to adapt and be comfortable operating in a high speed, fast paced environment where change and revolution is the norm.

• Know when to ask for help, we encourage colleagues to 'Bump It Up' to a Manager to ensure we deliver fair outcomes for our FANs every time.

• Excellent communication skills, both written and verbal. If you are talking to our customer via Live Chat, it's absolutely crucial that you are able to articulate yourself in a manner that is clear and appropriate for customers.

Knowledge:-

Previous Contact Centre experience is desirable however not essential

• Exposure to financial services is highly desirable however not essential

• Experience in Customer service is essential to support deliver customer experience

Career Step Definition Knowledge

• Administers processes and systems and contributes to team activity. Problem Solving
• Problems are defined and may sometimes need investigating. Stakeholders

• Communicates with team and customers to ensure that their needs are met. Planning
• Plans own daily activity and gets involved with team activity with the help of their team leader. Responsibility & Risk

• Works closely with their team leader to own and deliver pre-defined objectives or service levels.

• Understands that there are consequences of not following processes