Call Centre Advisor

2 weeks ago

SouthendonSea, United Kingdom MERJE Ltd Full time

We have a fantastic opportunity for a well organised, considerate Call Centre Advisor who has the ability to deliver exceptional customer service to join a growing and well established business.

You will be joining an organisation who genuinely care about it's staff and can offer exciting progression opportunities. This is a multiple award winning business that has a very customer focused approach, due to this, they have gained over 60,000 reviewson Trustpilot with 97% voting either 'great' or 'excellent'.

**Call Centre Advisor Responsibilities**
- To ensure that all complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional
- Maintain appropriate records relating to all complaint activity using internal systems
- To provide a high-level overview of urgent/priority cases where required to the Senior Management Team
- To identify trends and root cause of complaints making recommendations for improvement where necessary
- Clearly and confidently communicate decisions with sound justification
- To produce high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines
- Develop and maintain industry knowledge, including regulatory and legislative changes, with particular attention to FOS outcomes
- To provide feedback using predefined procedures and processes to help the business
- To contribute to the development and success of the Company by taking an active part in team and operational meetings
- To work within our regulatory framework and adhere to our Quality Assurance Programme.

**Call Centre Advisor Experience**
- A proven track record of delivering high standards of customer care in a similar role
- Excellent communication skills both verbal and written
- Attention to detail with focus on achieving first time quality
- Ability to work autonomously taking ownership for your own workload
- Ability to problem solve autonomously or as part of a team
- Flexible, with the ability to adapt to changing requirements

**Are you interested in knowing more about this Call Centre Advisor role?**

**CLICK APPLY.

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