Customer Service Associate - (Pensions, Investments & Protection)

Eurobase People has an excellent new Customer Service Associate role available for the perfect candidate to join our clients team in their Glasgow office on a permanent basis, offering a competitive salary between GBP25,000 - GBP29,000 per annum with excellent benefits package.

About The Role

As a customer service associate you will be investigating customers concerns and complaints related to self-directed investment accounts and services to understand the cause, impact and solution. As a senior member of the team you will work to resolve complex complaints which have been escalated for a variety of reasons. You will be responsible for taking ownership of an exceptional customer and client experience and strengthening relationships by effectively engaging with customers and clients on their terms within a multi-channel environment, drawing on experience across a wide range of products such as pensions, investments and protection policies.

Responsibilities

Identifying and agreeing the right solution for the customer, using your innovative ability to impress
Thinking and acting like the customer, involving customers in determining outcomes that are best for them, understanding their short, medium and long term needs
Balancing different viewpoints and customer insight with policies, exercising clear judgement and initiative to reach the right customer outcome that is within the best interest of the Bank
Proactively working to avoid issues, confidently making self-initiated contact, anticipating needs and addressing customer queries efficiently and effectively and providing innovative solutions
Interacting with customers on their terms, in an engaging way that demonstrates open-mindedness, actively listening and being genuinely curious, flexing your style to reflect customer preferences
Investigating customer queries, concerns and complaints whilst withholding judgement, using the conversation cycle and role modelling mutual respect to create exceptional customer experiences

Key Skills

Experience in delivering exceptional customer interactions in a professional and caring manner. A strong background in financial services preferable
The ability to balance different viewpoints, customer and client insight and policies to reach the right customer and Bank outcome
Excellent planning and organisational skills, strong attention to detail in preparing for each contact and approaching each investigation using own judgement to balance with pace
Strong communication skills, both verbally and in writing, to deliver positive impactful communication needed to gather information, clarify circumstances, and explain outcomes clearly and effectively
The ability to remain in control and empathetic to move the conversation on and find common areas of agreement
Being an excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice but with the ability to work individually and under pressure