Customer Service Representative CM, UK

Overview

A varied and challenging customer facing role set within a Customer Service Team environment. Base requirements involve handling customer queries via telephone and e-mail in a fast-paced environment.

You will be responding to customer queries from shareholders and employees (or their appointed representative). Technical and soft skills training will be provided.

You will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner.

Upon commencing your 6 month probationary period you will be required to begin study for module 1 of the Investment Operations Certificate which will be funded by Link and is an industry recognised certification. Following this there may be further study opportunities and/or learning through an Apprenticeship scheme.

Key Accountabilities and main responsibilities

• Identify opportunities for process improvements that positively impact the customer's experience
• Effectively respond to inbound contact from customers and their representatives in line with service levels and at first point of contact
• Adhere to Identification & Verification checks (ID&V) on all enquiries and in line with procedures
• Develop and demonstrate expert knowledge and awareness of our products & procedures and ensure this knowledge is kept up to date by completing mandatory training and responding to coaching and other learning
• Demonstrate strong verbal communication skills and a passion for great customer service. Identify the customers' needs and respond positively and professionally.
• Escalate queries, complaints, risks and issues promptly in line with procedures
• Accurately record information in the relevant systems
• Use core systems to effectively respond to service enquiries
• Support and assist other teams / projects as requested
• Respond to feedback and identify own areas for learning and self-development and take responsibility for own performance
• Ensure adherence to legal and regulatory requirements
• Support Link Group assurance programs that deliver effective risk management and compliance practices
• Demonstration of successful study at GCSE level and above
• Working knowledge of Microsoft Office programs (Outlook and Word)
• Customer Service/Contact Centre Experience

Experience & Personal Attributes

• Proven experience within a Customer Service Contact Centre environment?
• GCSE (or equivalent) Maths and English grade C or above
• Proven experience of working (and delivering) to daily, weekly and monthly targets?
• Experience within the Financial Services industry
• Strong communication skills - both written and verbal
• Customer focus and a desire to resolve queries
• Strong problem solving ability and good attention to detail
• Investment Operations Certificate (IOC) qualification or working towards (desirable)