Handling Customer Inquiries: Efficiently manage incoming calls resolving customer inquiries and provide accurate information about our products and services.
Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
Financial Services Expertise: Solid background in the financial services sector.
Exceptional verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers.
Adaptability: Thrives in fast-paced, ever-changing environments.
Organizational Mastery: Strong organizational and time-management skills.
Customer Journey Insight: Comprehensive experience across the entire customer journey.

Competitive salary
Pension contributions, including Salary Exchange facility
Annual bonus potential
Private medical cover
25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days)
Your birthday off each year as an additional day's leave
4x life insurance cover
Option to join our company health insurance programme, provided by Vitality
Access to our confidential Employee assistance programme

Customer Service Agent

Key skills