Customer Service Representative

Description

:

We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Bolton contact centre.

You’ll be the key point of contact for customers when they call in. Providing them with information about their financial products and helping them become self-sufficient with our online platform.

You’ll give a positive customer experience in each and every call, welcoming them in a professional manner.

Reports to: Contact Centre Team Manager

Team Responsibilities:

At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve.

As a customer service advisor, you will be an integral part of this team and delivery.

We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.

Specific Role Responsibilities:

• Engage customers in genuine, enjoyable conversations to understand their needs

• Managing calls in line with our agreed service levels.

• Manage live web chat conversations

• Providing the right solutions for customers

• Consistent achievement of agreed quality auditing

• Attend training sessions to continuously improve knowledge and performance

• Suggest areas for improvements which could result in an enhanced customer experience and/or cost savings to the company.

Performance Assessment:

• MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager

• MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation

• Mandatory training completed and passed by required date

• Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.

Experience required:

• Passionate about customer service

• Strong attention to detail

• Proficient in the use of technology: telephony and computer systems

• Ability to multi task

• Ability to support and suggest improvements

Previous experience in a customer service or contact centre environment would be advantageous, and experience within financial services is desirable, but not essential.

Apply now to join FNZ as a Customer Service Representative and start a career with purpose and potential.

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