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Customer Service Executive

Vacancy Title: Customer Service Executive
Contract Type: Permanent
Location: Petersfield, Hampshire
Industry:
Salary: £18000 per annum
REF: BBBH4056_1507223137
Contact Name: Dynamite Recruitment
Contact Email: contact@dynamiterecruitment.com
Vacancy Published: 11 days ago

Vacancy Description

Customer Service Agent

Location: Petersfield

Hours: Rota basis, 1 week early - 8am to 4pm, 1 week lates - 12pm to 8pm, 1 in 3 Saturdays - 9am to 12.30pm

Benefits:

  • 25 days annual leave + bank holidays
  • Sick Pay at full pay 1-20 days, half pay between 21-40 days
  • Auto Enrolment Pension Scheme
  • Life Assurance 4 x your basic salary
  • Long Term Disability Insurance (after 2 years' service)
  • On-going Training and Professional Development
  • Free to use gymnasium & keep fit classes (after induction)
  • Weekly, fresh fruit supply provided by the business
  • Free tea, coffee
  • Free on-site parking
  • Free to use Barney Bike (local use only)

Dynamite Recruitment is proud to be working in partnership with a very well established and fast growing service based business based in Hampshire. Our client pride themselves on their excellent customer services and as a result are now expanding their customer service team to support with growth plans

As a Customer Service Agent you will be responsible for managing all aspects of the 'in-life Customer journey', from the beginning to the end of the customer's agreement with our client

The best interests of the customer and a desire to achieve the right solution for them drives everything that the Customer Service team does. Our client is committed to working within the regulatory guidelines set out by the Financial Conduct Authority (FCA) and their principles of Treating Customers Fairly (TCF).

The role is varied and includes liaising with customers via inbound and outbound telephone calls, email, and letter. It is their aim to respond to all customer queries as promptly as possible, therefore high levels of productivity and a strong work ethic are essential for the role.

As a Customer Service Executive you will be responsible for the following tasks

  • Acting as a main point of contact for customers via email and on the telephone
  • Being patient with customers, and taking the time necessary to deal with all queries effectively
  • Establishing a strong relationship with customers in order to understand their situation and completing Income and Expenditure assessments.
  • Identify and work with vulnerable customers or customers in financial difficulty appropriately, acting with the utmost compassion and professionalism
  • Absolute compliance with TCF principles and FCA regulations
  • To adhere to Data Protection Act regulations
  • Support customers in finding an appropriate resolution if they fall behind with their payments. This includes setting up and amending direct debits and processing card payments
  • Handle and aim to resolve customer complaints, promptly, in line with FCA complaint handling requirements
  • Processing of partial and full financial settlements, when requested by the customer
  • Liaising with all other departments within the business , as well as external parties such as Debt Advice organisations, solicitors and any person or entity authorised by the customer

The ideal candidate will have the following

  • We are seeking individuals with a strong sense of Customer Service and computer skills.
  • Previous experience in a similar environment would be fantastic, but we are always recruiting for great can do/service driven attitude and potential.
  • This is a good entry level role into the organisation, a great opportunity to get a real understanding for what the organisation does and allow you to develop within the business quickly .
  • The role is challenging, sometimes managing difficult and emotional calls, so resilience and empathy are essential.
  • The organisations values are core to this role and we are seeking people that can live to those values; responsible, approachable, fair, progressive.

Further attributes are as follows

  • Relationship management and rapport building skills
  • A professional, polite and courteous telephone manner
  • Excellent verbal and written communication skills
  • The ability to understand and interpret FCA principles and TCF regulations, applying them to individual customer circumstances
  • A good listener who is able to convey empathy, patience and understanding
  • Confident in overcoming customer objections and having difficult conversations
  • Able to gather facts, ask appropriate questions and evaluate the information provided to ensure a fair outcome for the customer
  • Ability to work a shift pattern between 8:00am and 8:00pm Monday to Friday and on Saturdays 8:00am-2:00pm (subject to review, consultation & change)
  • Ability to work in a fast moving, contact centre environment
  • Sound productivity skills and a strong work ethic
  • A professional, polite and courteous telephone manner
  • Excellent communication skills
  • A passion for delivering outstanding customer service

This is a fantastic opportunity not to be missed , to be considered please submit your CV Immediately

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.