Job Description

Your role will involve working as part of a team in efficiently responding to customer requests, developing and applying knowledge of all of our products and processes in order to respond to queries and requests from customers, relaying information as well as updating the relevant systems.

Your Responsibilities:

• Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their demands.
• Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information
• Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution.
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands.
• Support the delivery of an effective controls environment by ensuring that all regulatory requirements are handled
• Focus on delivering great customer outcomes
• Achieve individual, team and department SLAs/KPIs
• Manage own workload to ensure personal and team targets are met

Required Knowledge, Skills, and Abilities

Positive experience within a customer facing environment is an advantage Qualified to G.C.S.E standard or equivalent, must include a pass grade in math and English. Confident, professional telephone manner. Ability to apply product & systems knowledge across a wide range of queries to carry out processing tasks. Computer literate and ability to learn and effectively navigate multiple computer systems and other technologies. Ability to focus on personal development. Ability to assimilate new information quickly and be flexible and adaptable to change. Ability to identify, support and drive improvement opportunities. Ability to work under pressure and in a team environment.