Customer Care Agent

1 week ago

Windsor, Windsor and Maidenhead, United Kingdom Neilson Financial Services Full time £25,000 - £31,000 per year

Customer Service Agent
Start date: 19th January 2026
We are seeking a Customer Care Agent who is enthusiastic about providing exceptional customer service and thrives in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory.

Responsibilities

  • Deliver outstanding service to customers by addressing enquiries and requests promptly and managing the delivery of customer correspondences within the agreed company framework, timescale and deadlines
  • Maintain accurate client records and comply with regulatory requirements on all matters
  • Assist customers in making tailored changes to their policies as per their needs
  • Adhere to processes and procedures for all service-related matters and escalate upwards as appropriate
  • Contribute towards projects designed to improve the service offered by the business
  • Handle the administration of organisational claims process
  • Proactively identify and report trends in customer enquiries to help improve products and services
  • Collaborate with cross-functional teams to resolve complex customer issues and ensure customer satisfaction
  • Participate in ongoing training and development programmes to enhance product knowledge and customer service skills
  • Maintain a high level of confidentiality when handling sensitive customer information
  • Achieve and exceed performance targets related to customer satisfaction, call handling times, and first-call resolution rates

Knowledge & Skills

  • Proven experience in a customer service role, preferably in a financial services environment.
  • Ability to manage stress and maintain performance in a target-driven environment.
  • Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.
  • High level of attention to detail and accuracy in data entry and record-keeping.
  • Prior knowledge or experience in Financial Services is a plus but not required.
  • Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite.
  • Strong problem-solving skills and ability to think critically to resolve customer issues.
  • Excellent time management skills and ability to prioritise tasks effectively.
  • Flexibility to adapt to changing processes and procedures in a dynamic work environment.
  • Ability to work collaboratively in a team whilst also being self-motivated and able to work independently.
  • Resilience and patience when dealing with challenging customer situations.
  • Basic understanding of regulatory requirements in the financial services sector is desirable.

Why should you choose Neilson?

  • A competitive salary
  • 2 days work from home
  • Quarterly team nights out
  • A dynamic company with an engaging environment
  • Opportunities to grow and develop within the company
  • We are a business that truly recognises our staff and their achievements

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