Multilingual Customer Experience Consultant

2 weeks ago

Ringwood, United Kingdom Konecta Full time

**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.

As the products are highly regulated the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly). We 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.

**Who are We?**:
**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**
- Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning
- Ability to assimilate, relay & provide information whilst paying close attention to detail
- Ability to remain positive, courteous & professional at all times
- 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.
- Ability to communicate and empathise and a real willingness to help.
- The ability to stay focused and controlled, ensuring all core elements are addressed methodically.
- You will be expected to complete additional duties when required
- To have fun at work

**Contact centre opening times**

The SIIL contact centre will be open Monday to Friday 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. We reserve 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?

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