Job Description

We are responsible for responding to customers about a whole range of queries they might have, ranging from policy cancellations, setting up a direct debits, refunds etc. They are also the first point of contact for resolution of complaints ensuring we adhere to strict service level agreements and refer any formal complaints to Customer Relations within strict timeframes. A fantastic role for someone that is hoping to move up from a Customer Service position.

Key responsibilities:

• Answering and handling phone calls internally and externally in an enthusiastic, courteous and efficient manner
• Ensuring we give our customers the best customer experience we can
• Setting up and amending direct debits
• Amending policies and cancellations
• Dealing with returned post, refunds and correspondence regarding transactions and reports
• Responding to customer emails
• Looking into more in-depth customer queries and calling customers with the results
• Logging and resolving informal complaints by telephone/email/letter
• Dealing with various reports.
• Spreadsheets information.
• Promoting a positive image of Cardif Pinnacle to customers and clients
• Identify and escalate to line manager any risks associated with both the department and the wider business
• Reviewing root cause analysis and introducing preventative measures
• Carry out quality checks on Annual Review Statements
• During busy periods they will also take overflow calls from our Customer Contact Centre

Required Knowledge, Skills, and Abilities

• Proficient customer service experience 
• Proven complaint handling experience
• Excellent telephone manner
• The ability to communicate effectively, verbally and written
• Sound experience of working towards targets and service standards
• The ability to work under pressure
• Self-motivated
• PC literate
• Finance or Insurance industry experience
• GCSE’s passes A-C or equivalent, including Math and English (or equivalent)
• Microsoft Word and Excel (basic level)
• A Levels, or equivalent, in Math and English
• Microsoft Word and Excel (intermediate level)
• NVQ in Customer Service