Customer Service Assistant

Posted 2 March by Delaney Browne Appointments

Working for a large corporate finance co.,

An excellent opportunity has now arisen for a Customer Service Assistant to join the department of their ambitious, award-winning team on a permanent basis.

The Customer Service team is a small dedicated team and require someone who is confident in dealing with customers by providing a professional service at all times.

Principle Accountabilities

  • To respond to incoming & outbound customer communications that are of a varying & complex nature across their whole product & service range
  • performance criteria based on 4 elements - quality (including experience & compliance); task time performance; Value added (including customer engagement) & customer satisfaction
  • first contact resolution for all customer contact (telephone, email, webchat, social media, forum & callback)
  • resolve expressions of dissatisfaction & complaints on first contact, escalating to Complaints Resolution Team when necessary
  • maintain daily statistics
  • On a monthly basis identify top 5 customer contact trends and eliminate non value contact
  • Reduce the need to escalate queries by taking ownership of your own personal action plan
  • Undertake any social media interactions including but not limited to trustpilot, forum, twitter & facebook
  • Learn & implement changes from customer satisfaction feedback
  • Assist in any projects or business initiatives as necessary
  • Undertake on core Administration tasks (in line with task time performance measures)
  • undertake on customer service testing to enhance your handling of
  • Assist colleagues by taking over complex customer communications
  • assist in cross training of new starters
  • Actively promote their services in line with any proactive customer engagement policies or campaigns
  • Attend & engage daily fit to fly sessions focusing on specific team performance areas

Essential criteria:

  • A minimum 5 GCSE's, including Maths and English at Grade C or above
  • 1-2 years experience within a Customer Service environment
  • Experience working in a fast pased environment

Experience within a financial environment would be beneficial, but not essential.

On applying for this role please can you let us know your current salary and also your salary expectations

Required skills

  • Complaints
  • Customer Satisfaction
  • Customer Service
  • Financial Services

Application questions

Do you live within 10 miles of Aylesbury?
Have you worked in a Customer Service environment previously?
Have you worked in a complaint handling role previously?
Are you interested if this role was a 9 month contract?
Are you seeking full time permanent work?

Reference: 33065240

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