Overview
We are seeking a Customer Care Agent who is enthusiastic about providing exceptional customer service and thrives in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory. Please note, if successful, you will need to be able to join us on Monday 8th September to begin your induction.
Salary - £27,500 - increasing to £30,000 after probationary period
Responsibilities
* Deliver outstanding service to customers by addressing enquiries and requests promptly and managing the delivery of customer correspondences within the agreed company framework, timescale and deadlines
* Maintain accurate client records and comply with regulatory requirements on all matters
* Assist customers in making tailored changes to their policies as per their needs
* Adhere to processes and procedures for all service-related matters and escalate upwards as appropriate
* Contribute towards projects designed to improve the service offered by the business
* Handle the administration of organisational claims process
* Proactively identify and report trends in customer enquiries to help improve products and services
* Collaborate with cross-functional teams to resolve complex customer issues and ensure customer satisfaction
* Participate in ongoing training and development programmes to enhance product knowledge and customer service skills
* Maintain a high level of confidentiality when handling sensitive customer information
* Achieve and exceed performance targets related to customer satisfaction, call handling times, and first-call resolution rates
Knowledge & Skills
* Proven experience in a customer service role, preferably in a financial services environment.
* Ability to manage stress and maintain performance in a target-driven environment.
* Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.
* High level of attention to detail and accuracy in data entry and record-keeping.
* Prior knowledge or experience in Financial Services is a plus but not required.
* Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite.
* Strong problem-solving skills and ability to think critically to resolve customer issues.
* Excellent time management skills and ability to prioritise tasks effectively.
* Flexibility to adapt to changing processes and procedures in a dynamic work environment.
* Ability to work collaboratively in a team whilst also being self-motivated and able to work independently.
* Resilience and patience when dealing with challenging customer situations.
* Basic understanding of regulatory requirements in the financial services sector is desirable.
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