Contact Centre Consultant

Capita is an equal opportunity and disability confident employer.

In the Contact Centre, our job is to be the first point of contact for one of our key financial services client’s valued customers for any queries they have. If you are a passionate individual with customer service experience and you’re motivated to learn a technical role, we’d love to hear from you.

This is not just your ‘run of the mill call centre’ job - you’ll be having in-depth conversations with customers, having been trained to a high standard on various technical financial services products, and you will undergo in-depth training to become competent.

You will work as part of a team to support the business by undertaking complex queries and questions about Life Insurance and/or Pension policies. Your job will be to take responsibility for incoming calls to the department from policy holders, third party solicitors and financial advisors.

The focus of the team is to deal with any issues or questions and bring them to a satisfactory conclusion quickly and efficiently, to achieve a high level of customer service or liaise with the relevant parts of the business so it's resolved.

The role will be based in Bournemouth - once you are fully competent and trained, there may be scope in the future to move to a hybrid working arrangement.

**Job title**:
Contact Centre Consultant

**What will you deliver?**
- Handle incoming calls and process requests in an efficient and professional manner.
- Ensure that data is accurately captured on computer systems.
- Managing Customer issues efficiently and resolving these to conclusion.
- Gain understanding of a through effective questioning and listening techniques.
- Adhering to the Data Protection Act and working within a regulated environment.
- Achieve personal targets for quality and call handling times
- contributing towards an overall team effort.

**What can we offer you?**

In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following:

- A starting salary of £22,500.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty more.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
- A paid day off for volunteering.
- Working hours of 9 to 5pm, Monday to Friday - no weekend working

**What are we looking for?**
- Front line Customer Service work experience is paramount (e.g. retail, banking, sales); if you’ve had a job in a call centre/contact centre environment before that would be a great starting point, but if you’re a quick learner we can provide full training to get you up to speed.
- Strong IT literacy skills
- Microsoft Office Suite, as well as ideally experience with bespoke customer relationship management systems.
- Confident and professional telephone manner.
- Willingness to undertake extensive training; we have multiple products, systems and processes so you’ll need to be motivated to take on a lot of new information.

**About Capita Regulated Services**
- At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services. _

**What’s Next?**

**Equal Opportunities**

**Location**:
Bournemouth
,

United Kingdom

**Time Type**:
Full time

**Contract Type**:
Permanent