Description
:
We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Basingstoke contact centre.
You’ll be the key point of contact for customers when they call in. Providing them with information about their financial products and helping them become self-sufficient with our online platform.
You’ll give a positive customer experience in each and every call, welcoming them in a professional manner.
Opening hours are 8am – 9pm Monday – Friday and 8am – 6pm Saturday. There are both full and part time roles available. We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals.
Reports to: Contact Centre Team Manager
Team Responsibilities:
At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve.
As a customer service advisor, you will be an integral part of this team and delivery.
The team will handle all inbound call interactions and manage live web chat conversations.
We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.
Specific Role Responsibilities:
1. Engage customers in genuine, enjoyable conversations to understand their needs
2. Managing calls in line with our agreed service levels.
3. Manage live web chat conversations
4. Providing the right solutions for customers
5. Consistent achievement of agreed quality auditing
6. Attend training sessions to continuously improve knowledge and performance
7. Suggest areas for improvements which could result in an enhanced customer experience and/or cost savings to the company.
Performance Assessment:
8. MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager
9. MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation
10. Mandatory training completed and passed by required date
11. Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.
Experience required:
12. Relevant Financial Services experience or relevant call handling role
13. Passionate about customer service
14. Strong attention to detail
15. Proficient in the use of technology: telephony and computer systems
16. Ability to multi task
17. Ability to support and suggest improvements