Inbound Call Operative
- Recruiter
- Confidential
- Location
- West Midlands
- Salary
- 9.00 - 9.50 GBP Hourly
- Posted
- 14 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
Inbound Call Representative Required**
PURPOSE OF YOUR ROLE
To contribute to the success of a dynamic customer focused Inbound team who deliver a great service to our customers while achieving specified performance measures.
To handle non advised calls and deliver an experience that meets or exceeds customer expectations whilst creating and taking opportunities to present suitable products and services appropriate to the customer's needs & requirements.
Present every customer with the relevant information required to enable them to make an informed decision.
To deliver a service that matches or exceeds the standards required by the appropriate regulator and by us, thereby ensuring that we treat every customer fairly and deliver consistently good customer outcomes.
PRINCIPAL ACCOUNTABILITIES
Quality
- To deliver good customer outcomes that fall in line with the quality framework
- Ensure the requirements of our T&C framework are met ensuring that you attain and maintain competence
- Follow the relevant sales model, efficiently, effectively and compliantly
- Follow and adhere to our Non advised sales policy
- Take accountability for keeping product, systems, regulatory and business processes knowledge up to date and use it in a consistent manner to perform your role effectively
- Meet or exceed the standards required by us and appropriate Regulator and ensure Conduct Risk is minimised
Customer Satisfaction
- To deliver good customer outcomes by focusing on delivering good customer service
- Deal with customers in a clear, polite and concise manner
- Drive the customer experience through knowledge sharing and inspire customers to recommend us to their friends and family
- Identify the needs of the customer and offer information for the customer to make an informed choice
- Ensure that there is low effort on the customers part through pro-actively communicating in an effective way and utilising our systems our in-house process and systems efficiently
Efficiency
- To offer products to customers where appropriate in an effective and confident way
- To attend work as per the attendance policy
- Follow and adhere to all HR & company policies
- Safeguard sensitive customer information at all times and actively support us as a trustworthy, dependable organisation
- Effectively utilise call centre technology to maximise conversion, service & renewal opportunities
- Ensure Productivity meets the levels expected by the business without compromising the regulatory and Customer experience needs
Great Conversations
- Enhance the customer experience through effective communication skills that fall in line with the Great Conversations process
KNOWLEDGE & EXPERIENCE
Background: Essential
- Ability to communicate effectively on the telephone
Customer Focus
The capabilities required to present products to new & existing customers, and provide exceptional customer service
Communication & Interpersonal Skills
The communication & interpersonal skills capabilities required to perform effectively in your role
Regulatory & Product Knowledge
- The capabilities required to effectively conduct your role in line with the regulation, and provide accurate, up to date product knowledge to our customers
- Knowledge of the regulatory environment within which HML operates including the role, Purpose and operation of HML's T&C policy scheme and annexes.
Systems, Processes & Policies
The capabilities required to effectively use our internal systems, processes & policies
People charter behaviours
Our People Charter Behaviours outline how we are expected to behave in our roles and help us recognise and the right behaviours for our customers, colleagues and business.
For more information please apply within.
Due to a high volume of applications we are not always able to reply to all applications. If you have not received an update from us within 2 weeks, then please accept this as an unsuccessful application.
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Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.
You'll find a wide selection of vacancies on our website
PURPOSE OF YOUR ROLE
To contribute to the success of a dynamic customer focused Inbound team who deliver a great service to our customers while achieving specified performance measures.
To handle non advised calls and deliver an experience that meets or exceeds customer expectations whilst creating and taking opportunities to present suitable products and services appropriate to the customer's needs & requirements.
Present every customer with the relevant information required to enable them to make an informed decision.
To deliver a service that matches or exceeds the standards required by the appropriate regulator and by us, thereby ensuring that we treat every customer fairly and deliver consistently good customer outcomes.
PRINCIPAL ACCOUNTABILITIES
Quality
- To deliver good customer outcomes that fall in line with the quality framework
- Ensure the requirements of our T&C framework are met ensuring that you attain and maintain competence
- Follow the relevant sales model, efficiently, effectively and compliantly
- Follow and adhere to our Non advised sales policy
- Take accountability for keeping product, systems, regulatory and business processes knowledge up to date and use it in a consistent manner to perform your role effectively
- Meet or exceed the standards required by us and appropriate Regulator and ensure Conduct Risk is minimised
Customer Satisfaction
- To deliver good customer outcomes by focusing on delivering good customer service
- Deal with customers in a clear, polite and concise manner
- Drive the customer experience through knowledge sharing and inspire customers to recommend us to their friends and family
- Identify the needs of the customer and offer information for the customer to make an informed choice
- Ensure that there is low effort on the customers part through pro-actively communicating in an effective way and utilising our systems our in-house process and systems efficiently
Efficiency
- To offer products to customers where appropriate in an effective and confident way
- To attend work as per the attendance policy
- Follow and adhere to all HR & company policies
- Safeguard sensitive customer information at all times and actively support us as a trustworthy, dependable organisation
- Effectively utilise call centre technology to maximise conversion, service & renewal opportunities
- Ensure Productivity meets the levels expected by the business without compromising the regulatory and Customer experience needs
Great Conversations
- Enhance the customer experience through effective communication skills that fall in line with the Great Conversations process
KNOWLEDGE & EXPERIENCE
Background: Essential
- Ability to communicate effectively on the telephone
Customer Focus
The capabilities required to present products to new & existing customers, and provide exceptional customer service
Communication & Interpersonal Skills
The communication & interpersonal skills capabilities required to perform effectively in your role
Regulatory & Product Knowledge
- The capabilities required to effectively conduct your role in line with the regulation, and provide accurate, up to date product knowledge to our customers
- Knowledge of the regulatory environment within which HML operates including the role, Purpose and operation of HML's T&C policy scheme and annexes.
Systems, Processes & Policies
The capabilities required to effectively use our internal systems, processes & policies
People charter behaviours
Our People Charter Behaviours outline how we are expected to behave in our roles and help us recognise and the right behaviours for our customers, colleagues and business.
For more information please apply within.
Due to a high volume of applications we are not always able to reply to all applications. If you have not received an update from us within 2 weeks, then please accept this as an unsuccessful application.
---
Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.
You'll find a wide selection of vacancies on our website