The Opportunity
Join our client’s Life and Pensions Centre of Excellence in Edinburgh as a highly motivated Customer Service Representative within Business Transformation Services. This telephony role involves handling inbound calls, providing product and service information, answering questions, and resolving customer issues.
You will receive six weeks of classroom-based training, followed by supported listening and call-taking experience. Queries may range from updating contact details and providing policy values to more complex questions about legislative changes.
Responsibilities
- Take responsibility for end-to-end processes, maintaining knowledge of products and the regulatory environment.
- Answer incoming telephone enquiries across the full product range and accurately document resolutions.
- Use the most appropriate communication method and maintain relationships with advisers and other business areas.
- Contribute to continuous improvement, procedure reviews, team development, and personal development.
Skills and Experience
- Previous customer service experience; financial services experience is beneficial, although full training is provided.
- Strong customer focus and commitment to building long-term relationships.
- Delivery focus and ability to meet agreed SLAs and quality standards.
- Teamworking, collaboration, and clear, professional verbal and written communication.
- Excellent telephone manner and computer skills, with the ability to adapt to new systems and processes.
- Creativity and effective workload organisation.
Qualifications and Desirable Experience
- Energy, enthusiasm, and a willingness to be the best version of yourself.
- Genuine desire to help customers.
- Working knowledge of Microsoft Word, Excel, and Outlook.
Working Hours and Benefits
This is a full-time, office-based role working Monday to Friday on rotating shifts between 08:30 and 17:45, with a 30-minute lunch break. The contract is for 37.5 hours per week, with no weekend work required. Part-time hours are available upon request.
- Pension contributions matched up to 10%
- Private medical cover
- Income protection
- Life assurance
- 25 days paid leave plus national holidays
- Flexible benefits programme
Atos is committed to diversity and inclusion and to providing a fair work environment.