Pre Sales Customer Adviser
- Recruiter
- Capita Resourcing Ltd
- Location
- Birmingham, West Midlands, England
- Salary
- Negotiable
- Posted
- 20 Oct 2016
- Closes
- 04 Nov 2016
- Ref
- CUS0G9
- Contact
- Williamsg
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
The role
We are currently looking for Pre Sales Customer Service Advisers to join our telephony based Mortgage Direct Pre-Sales Team on full time, permanent basis. This exciting opportunity is based in the heart of Birmingham. You will be joining a highly customer focused team and you will demonstrate professional conduct and adhere to regulated process at all times. Your role will involve listening to our customers' needs to identify which products and services are right for them.
Hours of work will be 12 midday to 8pm with rotational Saturday 9am - 4pm
Responsibilities:
*Deliver excellent customer experience by putting customers and their interests at the heart of all you do, demonstrated through call observations, positive customer feedback and minimal customer complaints
*Form meaningful customer relationships through conversations where you identify, understand and meet their needs, providing access to specialist advice where required.
*Understand what 'Treating Customers' Fairly means to you and your customers and deliver fair outcomes for customers in every interaction with them
*Provide timely and accurate information to customers, and deliver on your promises
*Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled adhering to the correct complaints management process.
*Participate in team based continuous improvement activity with the customer at the heart of all thinking
*Comply with all relevant Group and local Policy requirements and operating procedures
*Demonstrate that you implement effective controls and take action to address any short falls, participating as required in testing and controls certification.
*Adhere to 'Right First Time' principles to improve internal effectiveness and the overall customer service experience
About you
*Personal motivation to deliver outstanding customer service by anticipating customer needs and exceeding their expectations
*Great interpersonal and telephony skills with the ability to explain things simply for customers
*Experience of working in a face to face or telephony service environment
*Good verbal and written communication skills
*Excellent product and process knowledge
*Team working - display a 'One team' approach within own team and across wider business areas
*Ability to forge strong and lasting relationships with internal colleagues/departments.
*Understanding of the importance of the Helpful Banking behaviours
What you'll get in return
*Upon joining the team you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.
We are currently looking for Pre Sales Customer Service Advisers to join our telephony based Mortgage Direct Pre-Sales Team on full time, permanent basis. This exciting opportunity is based in the heart of Birmingham. You will be joining a highly customer focused team and you will demonstrate professional conduct and adhere to regulated process at all times. Your role will involve listening to our customers' needs to identify which products and services are right for them.
Hours of work will be 12 midday to 8pm with rotational Saturday 9am - 4pm
Responsibilities:
*Deliver excellent customer experience by putting customers and their interests at the heart of all you do, demonstrated through call observations, positive customer feedback and minimal customer complaints
*Form meaningful customer relationships through conversations where you identify, understand and meet their needs, providing access to specialist advice where required.
*Understand what 'Treating Customers' Fairly means to you and your customers and deliver fair outcomes for customers in every interaction with them
*Provide timely and accurate information to customers, and deliver on your promises
*Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled adhering to the correct complaints management process.
*Participate in team based continuous improvement activity with the customer at the heart of all thinking
*Comply with all relevant Group and local Policy requirements and operating procedures
*Demonstrate that you implement effective controls and take action to address any short falls, participating as required in testing and controls certification.
*Adhere to 'Right First Time' principles to improve internal effectiveness and the overall customer service experience
About you
*Personal motivation to deliver outstanding customer service by anticipating customer needs and exceeding their expectations
*Great interpersonal and telephony skills with the ability to explain things simply for customers
*Experience of working in a face to face or telephony service environment
*Good verbal and written communication skills
*Excellent product and process knowledge
*Team working - display a 'One team' approach within own team and across wider business areas
*Ability to forge strong and lasting relationships with internal colleagues/departments.
*Understanding of the importance of the Helpful Banking behaviours
What you'll get in return
*Upon joining the team you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.