Description
My Client is the UK's largest provider of probate services offering expert bereavement advice to their client's. They are looking for an experienced Customer Service Advisor to join their team on a fixed term 6 month contract in Warwick.Responsibilities:
Take initial customer notifications according to internal procedures, and complete accompanying electronic documentation in internal software systems (including banking systems)
Use internal systems to access customer case records to gather information quickly and accurately, to answer customer queries, and to carry out administration of notification process
To be fully competent with call procedures for first notifications, referrals, and general customer calls
Working as part of a team, ensure the achievement of a set conversion rate for referrals is achieved; a soft-sell' sales technique is necessary for this role
Deliver outstanding levels of service to all customers and achieve set objectives for call quality, in line with a full understanding of TCF' guidelines (Treating Customers Fairly)
Keep informed and updated on procedural changes and if need be, work with internal colleagues including section heads on updating these
To liaise with other departments, requesting and delivering appropriate information in order to answer customer queries
To work within strict deadlines, to targets and Key Performance Indicators (KPI's) and to adhere fully to service standard agreement
Maintain a high level of professional integrity and strict confidentiality at all times
Ensure that the customer is always paramount, in every task that is carried out.
Essential:
Proven customer service experience
Excellent IT skills, including experience of MS Word, Excel and Outlook
Desirable:
Experience of sales and target driven environment would be an advantage, specifically within a telephone service capacity
Financial Services background would be an advantage but not essential (full training will be given)
Experience of working on bespoke internal computer systems (not essential, as above)
Personal Skills Required:
Despite the importance of deadlines and targets to reach, a genuine customer focus is essential, as is an empathetic approach, and the desire to see tasks through to completion, with pride
You must have a desire to work in a telephone based customer service environment and possess a confident and polite telephone manner
This role can be challenging in terms of the nature of the calls that come in; customers may be distressed, and while you must offer a level of compassion, you must also remain professional and not become personally involved
You must be able to engage with your team colleagues effectively, in order to achieve set objectives
Due to the variety of queries which come through to this department, a great deal of on-the-job' learning will be required, therefore, you must be capable of absorbing information quickly.