Customer Service Representative - Correspondence

Are you a strong communicator who can build relationships with every customer through an understanding of their needs? If so this could be the role for you. The Correspondence department within our UK&I Service function are looking for the right people to join their team.
Our purpose is to help organisations and customers value each other, making interactions effortless and easy. As a Correspondence colleague, you will achieve this through providing exceptional customer service by identifying individual customer needs and supplying them with the information and tools they require to make informed decisions.
You will handle all written and emailed queries from customers who want to check their credit rating and improve their personal finances on a rotating shift pattern operating anytime between 8 - 8 Monday to Friday and 8 - 5 on a Saturday (37.5 hours per week). Please note this will also include working bank holidays on a rotational basis.
You will receive comprehensive training for 9 weeks in a classroom environment to deal with complex questions about Experian's online services and products, and educate our customers on how our services can benefit them. We will also teach you how to confidently use our internal systems.

Responsibilities

• Delivering excellent customer service and responding accurately to individual customer needs
• Consistently delivering customer focused outcomes to a high standard within agreed timescales, procedures and quality standards
• Adhering to change to improve the customer experience
• Suggesting improvements to our customer journey and ways of working to achieve customer focused outcomes
• Consistently achieve individual and team targets
• Adhere to regulatory requirements such as FCA, Data Protection etc.
• Undertake cross skilling activities and maintenance of knowledge and education to effectively support across teams
• Maintain our 'award winning' levels of excellent customer service
• Maintain accurate records of customer communication and discussions using the appropriate internal systems
• Complete any other duties outlined and requested by your line manager

Requirements
A flexible approach to work is important with a can do attitude to demonstrate empathy and understanding to support the customer throughout their journey.
Essential

• Customer service experience
• Fantastic attention to detail
• Excellent written communication and letter construction skills
• Work well within a team environment and share best practise
• Adaptable to change
• Ability to deliver results to a high standard

Desirable

• Knowledge or previous experience of credit reports
• Knowledge of CST, Numero, Portal, Icon and Merlin
• Previous written/correspondence experience

If this sounds like the role for you - please click "Apply" now!

Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:

• Performance related bonus scheme
• 25 days' annual leave (plus the ability to purchase 5 additional days)
• Generous contributory pension
• Opportunity to buy shares with the company share-save scheme
• Life assurance
• Dental cover
• Retail discount schemes
• 3 Community involvement days per annum

We also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.

About Experian
Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life's big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximise every opportunity.
We gather, analyse and process data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decisions and thrive, lenders lend more responsibly, and organisations prevent identity fraud and crime.
For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish - and we're not done.
Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow. Learn more at .