Contact Centre Role

Job Description

Job Details
This is a Contact Centre role focusing on supporting customers and advisers over the phone, email and messaging. Please only apply if you have experience with Customer Service Phone roles.

Role Summary
To effectively deliver excellent customer service to clients and IFAs by the processing of telephone calls, email and Webchat requests within specified servicing times.

Key Responsibilities
Good Written and Verbal communication to both internal & external clients
Ability to deal with internal and external customers professionally, concisely and accurately via telephone, fax and e-mail
Ability to identify problem areas and offer various solutions wherever possible
Adhering to regulatory legislation and ensuring compliance requirements are met
Working as part of a team
Adhering to the Service Level Agreements in place
A good understanding of and an ability to competently explain “existing business” processes
Ability to process individual policyholder/trustee Extranet registrations
Can produce in force illustrations when required
Ability to produce chargeable event calculations
Fully support and participate in any campaigns including generation of leads where necessary.

Key Requirements
Experience of customer contact in a phone setting