This is an exciting opportunity to join our client's Life and Pensions Centre of Excellence in Edinburgh. Our client is looking for a highly motivated Customer Service Representatives to join their fantastic team within Business Transformation Services (BTS) to support the transformation and future growth of the business within the Customer Service function.
This is a telephony role in a fast-paced Contact Centre where you will be the first point of contact for all inbound calls. You will act as a liaison, provide product/service information, answer questions and resolve any emerging problems that our customers may face. You will provide a first-class service to all customers, so they receive the right information every time.
You will receive plenty of support when you become part of the team, including classroom-based training for a period of 6 weeks as well as the opportunity to listen to and take calls with support prior to taking real calls. Your call types will vary from updating contact details and giving policy values to more complex technical queries about legislative change.
Responsibilities
- Taking responsibility for end-to-end process of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with
- Answering incoming telephone enquiries across the full product range, responding to them and fully documenting how they are resolved, ensuring that all communications are handled accurately, adopting the most appropriate method of communication
- Retaining relationships with advisors and other business areas
- Actively contributing towards the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct and improve own self development
Skills Required
- Customer Service Experience: Previous customer service role experience required; financial services experience is a bonus
- Client Focus: Committed to building excellent, long-term relationships with customers based on understanding their needs
- Delivery Focus: Dedicated to delivering results on time, on budget and to agreed SLAs/quality standards
- Team Working: Working collaboratively, involving others in goals, sharing knowledge, and seeking cross-functional opportunities
- Communication: Clear verbal and written communication with excellent telephone manner
- Computer Skills: IT proficient with ability to adapt to new systems and processes
- Creativity: Identifying effective solutions through existing practices and innovative approaches
- Organization: Able to prioritize and manage workload effectively
Qualifications
- Energy, enthusiasm and willingness to be the best version of yourself
- Genuine desire to help customers
- Working knowledge of Microsoft Office, including Word, Excel and Outlook
Working Hours
Full-time, office-based role working Monday to Friday, 7.5 hour day between 08:30 – 17:45 with a 30-minute lunch break on rotating shifts. Contracted to 37.5 hours per week with no weekend work required. Part-time hours available upon request.
Benefits
- Pension Scheme - contributions matched up to 10%
- Private medical cover
- Income Protection
- Life Assurance
- 25 days paid leave + National Holidays
- Flex benefits program