Atos is seeking a Contact Center Service Supporter to join its client’s Life and Pensions Centre of Excellence in Edinburgh. This is a telephony role in a fast-paced contact centre, serving as the first point of contact for inbound customer calls.
The Opportunity
You will act as a liaison, provide product and service information, answer questions, and resolve customer problems. You will receive six weeks of classroom-based training, followed by supported listening and call-taking before handling live calls independently. Queries may range from updating contact details and providing policy values to handling more complex technical questions about legislative change.
Responsibilities
- Take responsibility for the end-to-end process of tasks undertaken and comply with product and regulatory requirements.
- Answer incoming telephone enquiries across the full product range, respond accurately, and document resolutions.
- Use the most appropriate communication method for each customer interaction.
- Maintain relationships with advisors 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.
- Strong customer focus and commitment to building long-term relationships.
- Delivery focus and ability to meet service-level and quality standards.
- Teamworking and collaboration skills.
- Clear, concise verbal and written communication skills and a professional telephone manner.
- IT proficiency and ability to adapt to new systems and processes.
- Creativity and effective problem-solving skills.
- Ability to prioritise and manage workload effectively.
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 Office, including Word, Excel, and Outlook.
Working Hours
This is a full-time, office-based role working Monday to Friday, with a 7.5-hour day between 08:30 and 17:45 on rotating shifts, including a 30-minute lunch break. The role is contracted for 37.5 hours per week, with no weekend work required. Part-time hours are available upon request.
Benefits
- Pension scheme with 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.