Senior Customer Service Advisor
- Recruiter
- Confidential
- Location
- Epsom
- Salary
- Competitive
- Posted
- 07 Sep 2020
- Closes
- 05 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Every employer is not the same and WHO you work for and what that environment looks like is the difference between ANY job and a GREAT job. At our client, an established and growing financial services provider, they really do believe they are different, and we would like to tell you why before we tell you about the job.
* They are owned by the everyday people that use their services, so every penny in profit gets re-invested in to the business
* They strive every day to make their experience better - believing wholeheartedly in putting the customer first
* They are committed to constant personal development
* They provide a flexible working environment for staff and great work life balance
* They are completely committed to giving back to the community - they support local charity and community projects both with time and financially.
* They are winning a lot of awards, so must be doing something right
As a Senior Customer Services Advisor your purpose is to ensure that they deliver a consistently high quality of service, and appropriate customer outcomes, providing a dedicated support for any customers deemed vulnerable and in need of specialist support. Key elements of your role will include:
* Understanding the issues surrounding Vulnerable Customers, and take referred calls from the Customer Services teams to ensure they are appropriately handled.
* Undertaking checks on work completed by the Customer Service teams to ensure appropriate standards are being met, and that Customer Outcomes have been executed correctly.
* Undertaking the investigation behind customer complaints and drafting responses.
* Assisting in the monitoring of queues, call volumes and response times.
* Listening to sample calls and provide constructive advice to team members to ensure a consistently high quality of calls across the teams.
* Working with the Business Change team to assist with the embedding of any changes into the Customer Service teams.
If all the above makes you think they could be your great employer, all you need to apply is to be:
* Experience within a customer service focussed role within financial services, ideally Retail Banking
* Local to Epsom as this is principally an office based role
* Experienced at dealing with vulnerable customers in need of specialist support
* Strong sense of customer service ensuring the highest quality of service delivery to stakeholders
If you are an experienced and highly customer focussed individual with a background in financial services and dealing with vulnerable customers and who wants to work for an employer who cares about the their customers and the local community as well as its employees, then apply now
* They are owned by the everyday people that use their services, so every penny in profit gets re-invested in to the business
* They strive every day to make their experience better - believing wholeheartedly in putting the customer first
* They are committed to constant personal development
* They provide a flexible working environment for staff and great work life balance
* They are completely committed to giving back to the community - they support local charity and community projects both with time and financially.
* They are winning a lot of awards, so must be doing something right
As a Senior Customer Services Advisor your purpose is to ensure that they deliver a consistently high quality of service, and appropriate customer outcomes, providing a dedicated support for any customers deemed vulnerable and in need of specialist support. Key elements of your role will include:
* Understanding the issues surrounding Vulnerable Customers, and take referred calls from the Customer Services teams to ensure they are appropriately handled.
* Undertaking checks on work completed by the Customer Service teams to ensure appropriate standards are being met, and that Customer Outcomes have been executed correctly.
* Undertaking the investigation behind customer complaints and drafting responses.
* Assisting in the monitoring of queues, call volumes and response times.
* Listening to sample calls and provide constructive advice to team members to ensure a consistently high quality of calls across the teams.
* Working with the Business Change team to assist with the embedding of any changes into the Customer Service teams.
If all the above makes you think they could be your great employer, all you need to apply is to be:
* Experience within a customer service focussed role within financial services, ideally Retail Banking
* Local to Epsom as this is principally an office based role
* Experienced at dealing with vulnerable customers in need of specialist support
* Strong sense of customer service ensuring the highest quality of service delivery to stakeholders
If you are an experienced and highly customer focussed individual with a background in financial services and dealing with vulnerable customers and who wants to work for an employer who cares about the their customers and the local community as well as its employees, then apply now