Call Handler / Administrator

Posted 12 November by ARC
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**Call Handler / Administrator, Epsom, to £23,600 **A genuine chance of progression **A bank/building society background or call centre experience within banking, financial services or general insurance is required **Alternatively our client will look at recent Graduates with some customer service experience **A mix of inbound query handling on mortgage and savings accounts (ISA’s) and administration work **If you want to utilise your customer service/call centre skills, take on some administrative responsibility and progress, this client gives you the tools to achieve that.

The Company: Our client is a highly professional financial services company who base their customer services model on just that, first rate customer service as opposed to the hard sell. Mortgages and Investments are their key markets with this role exposing you to both sides of the business. Our client has expanded healthily over the last 3-4 years, now c. 170 people

The Role: As a Call Handler / Administrator, you will be joining the Customer Service teams now numbering c.25 staff. The focus is on servicing existing customers with regard to their mortgage and savings/investment products. Initially you will get to grips with the administrative element of the role and gradually gain exposure to calls from brokers and customers. The teams split their week between admin days and calls days, alternating through the week. As a business, their focus is very much on providing first class customer service with a requirement that potential candidates can show a "Customer Comes First" focus. People regularly progress into our clients other specialist teams, so those that apply themselves can definitely progress within the business. The main elements of the role include:

  • Maintain an up to date knowledge of all products and services offered by the company
  • Dealing with customers on a daily basis both over the phone and via email
  • Pro-actively following up enquiries via marketing and the website
  • Carrying out market research and analysis of results when necessary
  • Dealing with all general special tasks and projects that are customer related
  • Calling customers to up-sell products
  • Liaise with external suppliers and maintain business relations with third parties as required

This role works within a rota system of Monday to Friday 8am - 6pm, so you would work for 7.5 hours between these times. There is a requirement to work, on average, a half day one Saturday per month and those hours are 9am - 12pm for which you get 1.5 x hourly rate.

Skills / Experience Required: As mentioned above, for this Call Handler / Administrator role our client will consider people with a bank/building society background or call centre experience within banking, financial services or general insurance as well as recent Graduates with customer service experience. Good MS Office experience is required, along with good communication skills, an eye for detail and the ability to work accurately within a fast paced environment.

Additional Information: This is a great opportunity for career progression. Salary is to £23,600 along with an annual bonus, good company benefits inc. pension and professional study sponsorship. The Saturday overtime and company bonus would mean approx. an additional £1,000 on top of your basic salary + the other benefits.

The Call Handler / Administrator position is only one of many vacancies we are handling. ARC is a specialist Financial Services recruiter and the Consultant handling this role has over 20 years experience in this field. Areas of focus include employee benefits/group risk, compliance, pensions, paraplanners, sales support, underwriters and IT related roles. We mainly concentrate on London and the Home Counties, whilst also enjoying regular success in offering national solutions. Check the website and feel free to call Darren Snell at any time.

Required skills

  • Call Centre
  • Contact Centre
  • Customer Service
  • Financial Services
  • Graduate Entry

Reference: 39349191

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