Customer Service Representative
A key element of our strategy is to provide a modern service and experience for all our customers. We’re here to help our customers with all pensions related questions that will allow them to make informed decisions about their financial future. You will be at the forefront of ensuring that they have a memorable experience and are positive about the service they receive.
It is a fast paced, challenging environment and your role will be purely phone based. You will be expected to deal with a range of customers including Policyholders, Financial Advisers and Employers. This is a full-time position working 37.
5 hours per week. Flex is available subject to business requirements. When working in the office the core hours are between 10:00 – 12:00 and 14:30 and 15:45. The expectation is for you to be available and working for 7.5 hours each day. About the Role:In the Contact Centre, you will be the first point of contact for all inbound calls ensuring accurate information is given to our customers so we can deliver right first time.
Whilst delivering exceptional customer service you will be measured on Quality, Risk, Customer Satisfaction and Efficiency. Call types vary from updating contact details and giving policy values to more complex technical queries about legislative changes.
In this role you will:Build trusting relationships with Customers on every callAdapt your approach to meet our customer needsUse active listening to identify any Customer knowledge gapsConvey information in an effective way that increases understandingUse a variety of IT systems to deal with Customer queriesCarry out a range of customer service activities ensuring that the work is completed and adheres to our processes, procedures, standards, and relevant external regulationsManage performance in line with expectations and SLAs to ensure individual and department performanceReceive award winning training and support On-Site: Chicken ShackRestaurantGymRole Benefits:Working in a large modern office in Edinburgh Park.
Prime location for all modes of transport.
Full training provided on site.
Private medical coverCritical illness insuranceLife assurance and company pension schemePerformance related bonusSalary progression and self-developmentRole Requirements:Experience working in a customer facing roleExcellent communication skillsA professional and confident approach whilst communicatingNatural ability and genuine desire to help our customersLogical approach to tasksCalm and concise under pressureBe customer driven in every taskStrong IT and experience with a variety of IT systemsGreat organisational skillsIf you are interested in this role and would like some further information please contact Abigail Ashcroft at E: (url removed) or M: (phone number removed)
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