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Customer Service Representative

2 weeks ago

Derry, United Kingdom Computershare Full time

**Location**:Derry BT48, Skipton BD23 or Remote, within the UK

**We give you a world of potential**

We are looking for enthusiastic, customer focussed individuals to join our inbound Mortgage Customer Services contact centre. Providing excellent customer service is key as you will be the first point of contact for our mortgage customers and their representatives, dealing with a range of queries and requests quickly and effectively. You’ll spend your time building great rapport with customers requiring help or action on their mortgage account.

Variety really is the spice of life in this job and no two calls will be the same from taking card payments, to requesting copy documents and making changes to customer details. You will be taking calls for several different brands, and we will train you on everything you need to know.

We’re offering a generous package with excellent bonus earning potential and many other company benefits:

- £22,630 to £22,880 - that’s £10.86-£11.00 per hour based on a 40-hour contract. 35-hour contracts are available on pro-rata salary
- Bonus earning potential of up to £1,720 per annum, that’s up to £860 every 6 months and you’re eligible from your first month with us
- Pension contributions
- 25 days holiday per annum with the option to buy more: plus, a range of other flexible company benefits

**What you can expect from us**

Throughout your training we will need your full attendance from 9.00-17.00 (35hrs) or 9.00-18.00 (40hrs).***

You will join our amazing team who will get you set up on the systems, ensuring all access is working and then getting you started with your mandatory training. You will then go into our training academy where you’ll learn about Computershare and your new role.
- Full-time training for 5 weeks with one of our qualified Learning & Development trainers
- Dedicated Team Leader to support you through your training and sign off period until you’re confident and ready to join your new team
- Support throughout your training - so in return we need you to ensure you attend the full duration of the training before your shift rotation patterns start, with a few weeks’ notice
- We will still be there to support you once training finishes. We have a suite of support tools and a team of Subject Matter Experts who are on hand all day every day to give you help
- You will be helping our customers between** 8.00am & 8.00pm Monday to Friday including Bank Holidays where you will be scheduled on a rotational basis, and 9.00am-1.00pm Saturday. (Saturday hours may be extended to 4.00pm at month end)**

We understand different people have different preferences in terms of how they learn and how they work. We can offer flexibility in whether you work in one of our friendly, modern UK based offices or whether you choose to work from home and engage with your trainers, team leader and colleagues virtually. **Talk to us about whether you would prefer face to face support, or a virtual learning environment in your interview.**

**Location: Remote - anywhere in the UK, or based in our Derry or Skipton offices**

**Office Location**: If you choose to work from the office, Derry BT48, Skipton BD23, you’ll need to live within a reasonable commute so that you can be in the office from day 1.

**Remote Location**: If you choose to work from home, please ensure you have a strong WIFI connection and suitable workspace for homeworking. Please note, that although you will be a remote worker, you may be required to travel to your most local offices, if there is a business need to do so. For example, performance related issues which may require 121 coaching.

**A role you will love**

As a Customer Service Representative, you will be part of an engaging and friendly frontline team. We will provide you with a schedule including your breaks and lunch which you will be expected to adhere to. This makes sure we have the right number of people at any given time to deal with the customers who want to talk to us.

Some of your key responsibilities will include:

- Taking ownership of customer queries, having great conversations, and making sure they feel supported
- Being friendly, helpful and a great listener in order to ensure our customers are satisfied at the end of the call.
- Supporting peers and team initiatives to make improvements and better ways of working - we love to hear new ideas
- Learning and keeping up to date with different brands - we will train you on everything you need to know in order to understand differences in any policies and processes and we have a great suite of support tools you can use too
- Maintaining a high level of functional and technical expertise on policies and solutions
- Excellent customer service is very important thing to us; therefore, you will have targets to deliver on which will include.
- how accurately you deal with queries
- how you handle any customer complaints
- how effective and efficient your calls are
- how a