Job Title: Customer Service Agent
Salary: Competitive
Main Purpose of the Role: The main focus of the Customer Service role is to assist our customers with any queries or concerns they may have regarding their account and to ensure we are finding and reaching the best possible outcome for them. This includes assisting customers through all forms of communication including Calls, Emails, LiveChats and Letters.
Benefits
- Working within a newly refurbished dedicated office space with free onsite employee gym
- Access to a large breakout space with comfortable seating, pool table and arcade games
- Free on-site parking
- Central Line Train station within one-minute walk with quick access to Central London
- Close road links to M11/M25/A406/A12 and London
- Social events
- Pension Scheme
- Healthshield (health cash back scheme and counselling services)
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
- Eye Test / Glasses reimbursement scheme
- Various team and personal reward incentives
Main Duties and Responsibilities
Our aim is to provide the best possible customer service to each and every customer, which includes;
- Listen carefully and understand customers’ circumstances and needs
- Answering all customer general queries via LiveChat, Phone, Email and Letter
- To achieve your individual daily targets as set by your line manager
- Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company
- Contacting customers that are at application stage, to help them proceed with their application in a timely manner and support them through their Mr Lender journey
- Identifying the needs of a vulnerable customer
- Updating customer accounts accordingly with all the information received from any form of communication
- Ensure that all communication with customers is clear and easy to understand and where appropriate is adapted to the customer’s needs
- Work to continually improve on the quality of communication, ensuring customers are treated fairly to ensure good outcomes
- Work within the quality assurance guidelines and carry out the standard compliance checks
- Adhere to the SMCR conduct rules
This is a summary of the role and the employee is expected to undertake additional ad-hoc duties
Person Specification /Skills/Education and Attributes:
Highly desirable
- Confident telephone manner
- Strong written, listening and verbal communication at all levels
- A personable approach
- Approachable, empathetic and considerate
- Accurate attention to detail
- A team player who can demonstrate initiative
- Ability to manage own workload and meet Company targets
- Excellent customer service - ability to provide solutions
- Computer literate
- Excellent administrative and strong organisational skills
- You must act with integrity
- The ability to stay calm whilst under pressure
- You must act with due care, skill and diligence
- You must be open and cooperative with the FCA, and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must seek to achieve good customer outcomes specifically in relation to;
- - Affordability
- - Sustainability
- - Customer understanding
- - High levels of customer support
Desirable
- GCSE grade C or above in English and Maths (or equivalent)
- Familiar with the financial services marketplace or regulated environment
- Experience in a call centre environment
Job Type: Full-time
Benefits:
- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
- Private medical insurance
- Referral programme
Education:
- GCSE or equivalent (required)
Experience:
- customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
