Call Handler

**Purpose of the role**: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English, keeping customer satisfaction at the core of every decision and behaviour. - **In your first year all call centre employees are fully funded and supported through study sessions to enable to learn and pass the Life & Pensions foundation exam provided by the Chartered Insurance Institute (CII). This allows you continue your learning whilst doing the role and to build up your career portfolio further. For achieving this qualification, you will also be award with a pay increase too**_ **Role description**: To respond to all customer queries from policy holders accurately in accordance with current service level standards in terms of timescales and quality. Responding will be done verbally and in writing where required to avoid unnecessary hand offs and achieve high first point resolution. To provide excellent customer service and to focus on positive customer outcomes at all times escalating issues where these outcomes are at risk. To take responsibility for achieving individual utilisation and quality targets and positively contribute to the embedded values and culture of Operational Excellence. To comply with all regulatory requirements and processes, for example anti - money laundering and data protection in order to prevent breaches and identify fraudulent activity. **Key tasks and responsibilities**: - To respond to verbal enquiries received from policyholders, IFA's and third parties providing a "one stop" service where possible. Keeping customers informed of any delays in accordance with procedures and managing expectations whilst remaining professional and polite at all times. - Process all calls to the agreed quality standards for correctness and fairness. - To ensure that all enquiries are recorded correctly on the Company Work Management System, in order for work to be scheduled to the individual and the team and to provide an audit trail. - Takes ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and to minimise regulatory breaches. - To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate. - Understands team role in delivering customer value by working with colleagues to ensure consistent performance. - To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures. - To participate in project work where required whether sponsored by the department or other areas of the company. - To undertake any other duties as may be deemed appropriate by the Team Leader. - To demonstrate commitment to treating customers fairly through behaviours and results. This includes putting yourself in the policyholder's shoes, managing their expectations, keeping them informed and communicating with them in clear, plain English. (No jargon). - To ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity. Maintaining the data protection ideals of clear desk, secure storage and secure PC. - To ensure that the requirements of all Company policies are met and acted on as necessary (for example whistle blowing, money laundering, dignity at work). - To ensure that the business operating systems utilised are used correctly and professionally. - To ensure that incidents are recognised and reported immediately in line with the incident management process. **Working conditions (i.e. shift work, flexi time, overtime)**: - 37 hours per week - Flexible working hours (in line with business needs) - Monday to Friday shifts with no weekends required to work **Essential Criteria** Education/Qualifications/ Training - GCSE Maths and English grade A-C Specific Job Skills - Good listening and questioning skills - Strong verbal communication skills Experience - Computer literate and adaptable in using different software solutions - Experience of working in a customer services environment Experience working in contact centre preferred Personal Qualities - Calm, confident telephone manner - Team player - Thorough and accurate with attention to detail - Flexible approach and self-motivated to develop knowledge and skills to continually improve Core Competencies - **H**onesty - **C**hange - **L**eader - **C**ompliant - **O**utcomes - **R**esponsible - **E**xcellence Note: This is a description of the duties and responsibilities of the post at