Multilingual Customer Experience Consultant

**M u l t i l i n g u a l C u s t o m e r E x p e r i e n c e**
**C o n s u l t a n t ( S p a n i s h / E n g l i s h )**

**J o b S p e c i f i c a t i o n**

**Job Title**:Multilingual German Customer Experience Consultant
(Spanish/English) (SIIL)

**Salary**:£22,097.74basic + £1k bonus

**Location**:Ringwood, Hampshire

**Hours: 40** paid hours per week typically between the hours of 8am and
6pm Monday to Friday (please see contracted hours below).

**Overview**:
The SIIL Group is an international life insurance, pensions and investment group with approximately
27,500 staff and over 40 million customers. A division of this group specialises in Accident Insurance and are dedicated to developing and providing uncomplicated insurance plans to protect their customers and their customers’ loved ones. SIIL are regulated by the Financial Conduct Authority
(FCA) in the UK.

Spanish, Italian) customer service support for SIIL from our Ringwood contact centre. This means that we handle communications from customers in regards to policy enquiries, cancelling policies, updating customer details (address, payment methods), initial claim enquiries and general policy or customer enquiries.

As the products are highly regulated the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly). DBF aim to provide an exceptional customer experience to all
SIIL customers and we continually measure customer satisfaction in the contact centre to make sure we deliver this

**Position in Organisation**

The Multilingual Customer Experience Consultant (MCEC) reports directly into the SIIL Team Leader, who in turn reports into the SIIL Operations / Account Manager.

**Core competencies**

CCA/QMS/JS072 [06.18] **Multilingual Customer Experience Consultant - SIIL Company Confidential**

**ESSENTIAL DESIRABLE**

Fluent language speaker ( Spanish) X

Fluent in English, all systems written in English X

Other relevant languages a bonus (increases team flexibility) X

Fluent written communication in country of origin X

Persuasive, resilient, enthusiastic personality X

Confident, mature in outlook X

Previous customer care service experience X

Rapport building skills X

Empathy building skills X

Accurate data capturing (PC) X

Focused on quality X

Team player X

**Who are Data Base Factory (DBF) / SIIL?**

The SIIL Group is an international life insurance, pensions and investment group with approximately

**What are we looking to achieve?**

We will train you fully to deliver an exceptional level of customer experience for all SIIL customers, focussed on fair customer outcomes.

**Skills Requirements**

1. Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning

2. Ability to assimilate, relay & provide information whilst paying close attention to detail

4. Ability to remain positive, courteous & professional at all times

5. Focus on customer to deliver the FCA guidelines and fundamentals of the call SIIL require. At all points making sure the customers is treated fairly.

6. Ability to communicate and empathise and a real willingness to help.

7. The ability to stay focused and controlled, ensuring all core elements are addressed methodically.

8. You will be expected to complete additional duties when required

9. To have fun at work

CCA/QMS/JS072 [06.18] **Multilingual Customer Experience Consultant - SIIL Company Confidential**

**Contact centre opening times**

The SIIL contact centre will be open Monday to Friday 8am to 6pm (UK will be 9am to 5pm and the rest of Europe will be 8am to 6pm). However, your contract will require you to be available 8am to
10pm Monday to Sunday. You may need to be available to cover evenings and weekends as required by the business at a future point. DBF reserves the right to change the working hours.

**Systems & Training**

The initial training period is **2 weeks in a class room environment**, normal office hours of 9am
- 5.30pm. There are additional e-learning modules that will also need to be completed. These hours may flex an hour earlier or later to accommodate the trainers from SIIL.

**Employment Basis**

**CRB and Credit Check**

You will need to pass both a CRB and Credit Check.

**How will we measure your success?**

CCA/QMS/JS072 [06.18] **Multilingual Customer Experience Consultant - SIIL Company Confidential**

**Salary**: £22,097.74 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Referral programme
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Ringwood, BH24 1HD: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

**Language**: