With over 1,500 staff deployed on large implementation and execution programmes, Operate brings together top talent with a distinctive mix of knowledge and skills. We support clients by providing staff augmentation services, delivering large scale operational programmes and managed solutions. We deliver our client work from a range of locations, providing our clients with cost-effective delivery, access to subject matter expertise and operational excellence disciplines for some of the biggest brands worldwide.
A career in our Customer Management practice, will provide you with the opportunity to help our clients identify and provide 'right first time' outcomes for their customers. We help a wide range of organisations to work with customer groups who, at some point, may have been disadvantaged. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.
Who are we looking for?
We are looking for highly-motivated individuals with experience of providing support to customers in relation to their queries, concerns, and / or claims and complaints.
Respond to the individual needs of each customer, identifying and clearly understanding the requirements of their enquiry and resolving issues efficiently and - where required - liaising with relevant internal departments.
Conduct sensitive conversations with customers, understanding their areas of concern.
Understand and accurately apply client policies and procedures.
Ensure information and customer interactions are accurately recorded.
Draft bespoke customer correspondence and final decision letters.
Appropriately respond to guidance and feedback provided by your Team Leader and / or Quality Control.
Ensure workflow tools and client systems are updated accurately.
Escalate issues to your Team Leader on a timely basis.
Meet key productivity targets whilst maintaining high quality standards.
What is in it for you?
As we're responsive to client demands, your role will be varied and challenging, providing you with an opportunity to work with a wide variety of high profile clients. We're also exceptionally passionate about providing you with the necessary skills, experience and training to help you develop both personally and professionally. Fully funded by us, you'll complete externally accredited qualifications that will benefit you in the role you are working in. Our training programme is further enhanced through a variety of softer skills training sessions focusing on your relationships and leadership skills.
Requirements of the role
GCSE Maths and English and grade C or above and A Levels or equivalent
Demonstrable experience of complaint / claims handling gained through a career in Financial Services, Retail, Utilities or Customer Service.
Excellent attention to detail and the ability to effectively follow policies and procedures.
Resilient and self-motivated with the ability to remain empathetic and professional in difficult situations.
Proven team player, championing diversity and respect among your peers
Excellent verbal and written communication skills
Desirable Experience / Skills
Experience working with vulnerable and/or sensitive customers
Experience of managing teams including training, performance management, productivity and developing others.
An understanding of the Financial Services Industry
A degree or equivalent
In addition to the client projects and training, our employees are also rewarded with various other benefits offered as part of your employment
Our dedicated internal Careers Service.
25 days standard holiday pro rata, with options to increase this through your benefits package
A flexible benefits scheme that can be tailored to suit your (and your family's) needs. Provision of a group pension plan with additional funding provided by PwC
Where will you be based?
The role will be based in Belfast; however as a result of the wide variety of clients and projects, you may be asked to work in other locations within the UK and beyond for short, medium and long term periods of time. Your desire and ability to do this will be discussed as part of the recruitment process. Candidates who are unable or do not wish to work on projects in other locations will still be considered.
Not the role for you?
Did you know PwC offer flexible contract arrangements as well as contingent work ( ie temporary or day rate contracting)?
The skills we look for in future employees
All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, 'The PwC Professional' and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.
Learn more here
We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.
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