Customer Service Advisor - Milton Keynes

Basic rate: £12.00 per hour (equivalent to £23,400 pa)

To deliver an excellent service to all customers as an ‘information and administration provider’ providing the highest level of customer satisfaction to ensure customer loyalty to the company. Ensure all customer queries are responded to and actioned, ensuring customers are fully informed and have been guided through their finance contract.

Responsibilities

You are required to maintain ethical standards in accordance with company policies and the Company's Compliance Guidelines and Policies, including Anti-Bribery and all relevant competition law. You are also required to act with integrity, with due care and skill in our customers’ best interests and to abide by any other individual conduct rule required by the Financial Conduct Authority.

• Respond efficiently and professionally to incoming emails and calls, to provide a single point of resolution for customers and internal colleagues.
• Responding to queries in respect of products and services within the agreed time scales, investigating the queries on the various IT systems used throughout the Company.
• Record all queries and action points on the relevant department customer contact system.
• Carry out necessary contract administration within a service level agreement, ensuring adherence to task-specific procedures and process.
• Perform other ad-hoc tasks that may be deemed necessary, assigned by either direct manager or other stakeholders reasonable to the job holder’s role, skill abilities and experience.
• Prioritise and organise workload to ensure completed within service level agreement.
• Taking ownership and working within guidelines to resolve customers’ and other departments' queries on specific contractual matters, including the provision of settlement figures and general account enquiries, with responses verbally, electronically and written as appropriate.#
• Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.
• Ensure company standard of communication with customers (internal and external) reached on all calls, emails, live chats, text chats and correspondence adhering to targets
• Being proactive in supporting the team in identifying new processes and department improvements.
• To help shape the company through supporting new system implementations to enhance our customer experience
• To play an active part in creating a customer-centric culture.
• Be an active member across all customer operations areas, assisting our ‘In Life’ customer journey.

• GCSE or equivalent English Language and Mathematics is preferable.
• Previous customer service experience, preferably within the finance industry.
• Effective telephone and negotiation skills in both written and verbal.
• Excellent administrative skills.
• Keen eye for accuracy and attention to detail.
• Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within a predetermined timeframe.
• Demonstrate the ability to learn and employ finance and credit-control knowledge.
• Self-motivated with the ability to work within a pressurised environment whilst maintaining a focus on personal, departmental and company objectives.

There is also the opportunity for the rate to increase to £13.85 per hour once the individual meets the relevant standards, which is usually after around 3 months.

#4652429 - Shanteece Munroe