Customer Service Representative

6 days ago

Edinburgh, United Kingdom ATOS Full time

Pension Front Office - Customer Service Representative Position

Overview

This is an exciting opportunity to join an expanding division with our client in the Business Transformation Services (BTS). You will receive the chance to join our clients Life and Pensions Centre of Excellence in Edinburgh. You will be working in our largemodern office within Edinburgh Park which is an ideal location for travelling by all modes of transport.

This is a Telephony role within our fast-paced Contact Centre and you will be the first point of contact for all inbound calls. You'll provide a first-class service to our Customers so that they receive the right information every time.

We're here to help our Customers with all pension related queries that allow them to make informed decisions about their financial future. You will be at the forefront of ensuring that the Customer has a memorable experience and that they are positive aboutthe service they receive.

Classroom based training will be provided onsite as well as an opportunity to listen to and take calls with support prior to going live. You will gain skills to allow you to deliver exceptional Customer Service. Your call types will vary from updating contactdetails and giving policy values to more complex technical queries about legislative change.

You will receive regular feedback from your line Manager and Team Coach and will have regular 121's to support your development and help you to deliver against your targets.

digital

Role
- Build relationships with Customers on every call adapting your approach to meet the Customers needs
- Use active listening to identify any Customer knowledge gaps
- Convey information in an effective way that increases the Customers understanding
- Use a variety of systems to deal with the Customers Pensions and Investment queries
- Complete call logging and some administrative tasks during the call ensuring they are completed within timescale and adhere to our processes and relevant external regulations
- Perform in line with expectations and your own personal targets to ensure your Team and Department performance is met
- Receive excellent training and support

**Skills**:

- Excellent verbal and written communication skills
- Have a natural ability and genuine desire to help our Customers
- Have an awareness of Risk and the impact of this on the Business and our Customers
- Have a logical approach to problem solving
- Be Customer focused in everything you do
- Be organized and calm under pressure
- Have strong computer skills to enable use of a variety of systems

Essential / Minimum Criteria
- Experience in a Customer facing role

Desirable Criteria
- Financial Services experience

**Benefits**:

- Non-contributory age-related Pension Scheme
- Flexible Benefits including Private Health Care, Income Protection and Life Assurance with additional voluntary benefits
- Salary progression and self-development
- Performance related bonus (not guaranteed)
- Employee discount at various shopping outlets
- Subsidised on-site Restaurant including Costa
- Free on-site multi-story car park55
- On-site gym & 5 a-side football facilities

This is a full-time position working 37.5 hours per week. The Contact Centre is currently open between 09:00 - 17:00 and you will be expected to cover this period with a ½ hour lunch.

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