Customer Care Agent

1 week ago

Windsor, United Kingdom Neilson Financial Services Full time

**Customer Care Agent - Windsor**

**Start date: 27th October 2025**

**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.

**Salary - £27,500 - increasing to £30,000 after probationary period

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