A first rate opportunity for someone with an investigative approach and experience within a call centre or complaints environment - this needs to be within Financial Services/Banking/Insurance. A role involving inbound calls, complaints casework and product/service promotion. This really is a superb company within which to build a long-term career.
The Company: Our client serves investors all over the world and they also administer a wide array of corporate pension schemes. They employ over 5,000 people, managing £150billion+ worldwide.
The Role: This team plays a large part in first line customer care. Along with the Customer Relations/Complaints area, they respond pro-actively to resolve incoming call queries from direct high net worth customers. The role of the department is to provide support and information to customers investing with the company; to assist in resolving any queries; and to actively promote products and services.
The role involves taking incoming phone calls from Direct high net worth customers. You will be expected to respond to a variety of different types of enquiry, which will include: information on a customer account, the details about a particular product, the resolution and prevention of a problem, in addition to web navigation and online queries. Your key responsibilities will include:
• Take incoming phone calls within agreed performance and quality standards.
• Making outbound calls to resolve customer queries as well as to talk to customers and IFA's to promote additional products and services.
• Ensuring calls are resolved to the satisfaction of the customer.
• Always interacting in a friendly and professional manner - making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate.
• Explain relevant products and procedures clearly and simply.
• Complaint handling and developing a strong understanding of products, procedures, systems and customer needs through ongoing training.
Skills / Experience Required: You should have proven customer service or sales experience gained within either a call centre or complaints environment - ideally within a Financial Services/Banking/Insurance business. You should possess the ability to listen and question effectively, be comfortable in working in a structured environment, demonstrate flexibility and be able to work well under pressure with a positive attitude at all times.
Additional Information: The salary for this role is up to £22,500 with bonus adding c.£1,700 and a pension contribution from the company of up to £2,925. Monday to Friday, 9am - 5pm with a requirement to work one Saturday per month, for which you receive a £350 annual supplement and overtime, so the package is worth approx. £28,000 at the upper level. A fantastic working environment surrounded by good people although the main attraction as we see it is the role itself and the progression possible within the business.
The Call Centre Caseworker position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website and feel free to call Darren Snell at any time.
- Call Centre
- Contact Centre
- Financial Services
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