Customer Service Agent

2 weeks ago

Borehamwood, United Kingdom Willis Owen Limited Full time

**Title**:Customer Service Agent

**Location**: Centennial Park, Elstree

**Reports to**: Customer Service Manager

**Our Values**
- **Integrity -** in the way we act every day, with customers, staff and our regulator. Displayed and witnessed, not just in words but in our actions. Honest with ourselves and each other, admit when we are wrong and strive to make amends
- **Respect -** for each other, in differing views we listen and appreciate the opinions of others
- **Curiosity -** to seek out a better way, to ask the questions nobody wants to ask
- **Courage -** to do our best work, even though we may miss the deadline of others. To question the status quo, to push your own ideas forward
- **Unity -** that we are a team, no head or tail, everyone plays an important part

**Job Purpose**

To help us maintain and grow our reputation for outstanding customer service, we are looking for a customer focussed individual who is passionate about listening, as well as talking. You will be expected to listen like you really mean it, whilst deciding on the best way to assist our customers to leave them feeling like a valued part of the Willis Owen family.

To succeed with us, you will:

- Treat each customer as a priority and go above and beyond as standard.
- Have a passion to learn and constantly look for ways to improve.
- Be passionate and knowledgeable about our products and services.
- Have a desire to investigate and resolve complex queries.
- Care and attention to detail.
- Show genuine empathy.
- Support others to maximise team potential.

**Key Responsibilities**
- Answering Inbound Calls clearly and promptly
- Making Outbound Calls where necessary
- Answering Live Chat Queries
- Processing all forms and life event documentation accurately
- Monitoring and processing all platform responsibilities
- Work alongside our back office team
- Investigate active issues and report them to the relevant person
- Assist the Customer Service Manager

We must also:

- Work in line with the FCA expectations and rules, by working to the company’s compliance policies and procedures, which means: o Adherence to company AML process o Adherence to company customer ID check process o Adherence to company data protection process
- Comply with Health and Safety at Work Act 1974, which means: o Adherence to company policies and standards

There may be additional activities to be undertaken from time to time in order to maximise the contribution to Willis Owen’s goals and objectives

**Key Compentencies and Skills**
- Excellent communication skills
- Ability to work with little or no supervision
- Attention to detail
- Ability to retain information and keep up to date with changes
- Building relationships with customers
- Valuing openness and challenging the norm
- A natural multi-taking ability and organisation skills
- Basic IT skills
- Excellent written and verbal communication

**Job Types**: Full-time, Permanent

Pay: From £25,000.00 per year

Additional pay:

- Quarterly bonus

**Benefits**:

- Company pension
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Borehamwood: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)
- Financial services: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: CSA - December 2024

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