Customer Service

Job Purpose

Key objectives of post - basis for appraisal

The Customer Services Associate is responsible for: delivering service excellence to clients and their employees in line with the quality framework, making a positive contribution to achieving service levels.

Areas of Responsibility

Directly Servicing Client

Customer Service Associates will spend the majority of their time handling telephone calls from client's employees by responding to their requests and queries. Responsibilities may vary but may include answering queries, providing additional support and information via inbound and outbound calls, mailbox management, assisting with system navigation, handling changes to personal details, and pin resets.

Operations

The Customer Service Associate will help to achieve service levels and quality measures through adhering to phone schedules and maintaining a high level of customer service. They will support the caller using active listening and customer service skills, helping to resolve enquiries effectively and efficiently.

Subject Matter Expert

As a Subject Matter Expert (SME), the Customer Service Associate may serve as a team expert in one or more of the following areas: client knowledge; high quality customer service; and/or internal processing on the team. When necessary, the Customer Service Associate will research more in-depth questions and escalate enquiries as appropriate.

Continuous Improvement

The Customer Service Associate will identify and recommend improvements that will positively impact the efficiency and quality of service delivery. These improvements can include potential processes that can be automated or streamlined, providing suggestions for improving team measures, and on-line reference tools.

Corporate Responsibilities

Understands and reflects in practice the Firm's vision, approach to client care, the development of individuals and all values and cultural aspects of Hewitt

Complies with the Firm's Equal Opportunities Policy and co-operates in measures introduced to implement and monitor the policy

Complies with the Firm's Health & Safety Policy and all relevant legislation

The job is subject to regular review and, in this respect, the details contained are provided as an aid to the performance of the contract of employment

Person Specification

Qualifications

Essential

GCSE Levels (or equivalent) in English and Maths, grade C minimum, and/or in depth, relevant work experience

Experience

Essential

Previous experience within a busy Customer Services Environment

Experience of prioritising own workload, and meeting tight deadlines

Preferred

Prior experience within Flex BC role

Previous phone experience within a pensions/financial environment

Knowledge

Essential

Knowledge of Customer Services principles

Good working knowledge of the following: Microsoft Word; Microsoft Excel and Email / Internet / Databases

Preferred

Lotus Notes

Basic Pensions Experience

Key Competencies

Essential

Communications - excellent verbal and written communication skills. Shares information, perspectives and opinions using strong listening, speaking and writing skills

Adaptability and Flexibility - recognises when change is necessary, and responds quickly and effectively whilst maintaining standards for quality. Resilient, and able to working in a demanding, high transactional environment

Problem Solving and Decision Making - relies upon data, own experiences, other perspectives and follows a clear process when evaluating courses of action and making recommendations and decisions. Works to deadlines and prioritises workload

Client Responsiveness - provides quality solutions, on time and works proactively to meet client expectations. Strong attention to detail and commitment to quality

Teamwork - positively participates in the team environment by fulfilling own role and working to support the team reach its goals

Learning Agility - learns from colleagues' input and applies learning in defined areas