Hours: 40 paid hours per week. Shifts: Normally 8.30am – 5.00 pm or 8.00am – 16.30pm, Monday to Friday. This is subject to change. Main Purpose of Role Your role will be to deliver an exceptional level of customer experience for all SIIL/UIB customers. This will be with both German and English customers. As the products are highly regulated, the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly) and FCA regulations. The Multilingual German Customer Experience Consultant will be answering customer telephone calls, emails, faxes, letters and web forms. The role is permanent (subject to passing probationary period) and you will need to pass a SWD check, Credit check and any additional right to work in the UK checks. 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 respond to customer queries and complaints via email or letter in both English and German. • 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. • Expected to complete additional duties when required To have fun at work! To be fluent in German To be fluent in English – all systems are written in English Other relevant languages are a bonus (Increases the teams flexibility) Previous customer care experience What are we looking to achieve? • Ensure we are delivering an exceptional level of customer service. • All SIIL targets are met every month. • Great customer feedback and customer survey scores. • Quality score of 95% or above every month. This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business. Who are Konecta Group? Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://www.comdatagroup.com/en/about/who-we-are Who are Stonebridge International Insurance Limited (SIIL)? Stonebridge International Insurance Limited (SIIL) is a financial services company, specialising in Accident Insurance Plans across Germany, Italy, France, Spain and the United Kingdom. It is part of the Embignell group. Website: https://www.stonebridge-insurance.com/en/home/ Why work for us? • Konecta has a fun and sociable team environment working culture • 50% discount with More bus for monthly and quarterly tickets • Pension Scheme with Standard Life • Eye test vouchers and discounts • Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 sites globally) • Campaign specific benefits including discounts, incentives and prizes • Recommend a friend scheme paid reward of £500 • Recognition and Perkbox rewards • Tech scheme Position in Organisation The Multilingual Customer Experience will report directly into the Customer Experience Team Manager and will have various support from colleagues nearby which will always be on hand. Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Stonebridge International Insurance Limited (SIIL) contract, whose opening hours are 8.00am - 5.00pm Monday to Friday, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training The initial training period is 2.5 weeks in a class room environment, normal office hours of 8.00am – 5.00pm. You will also need to pass the required accreditations 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. There will be on-going training throughout your employment as and when required. Opportunity for Growth The Multilingual Customer Experience will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client). Growth and development are encouraged and supported and over time, the Multilingual Customer Experience will have the opportunity to progress their role and take on additional duties.