Customer Services Advisor 


This would be a permanent position with a starting salary of £20,000.00 with an annual bonus of 5% dependent on performance.

As for the shifts, the department is open 8am – 9pm Mon-Fri, and 9am-5pm Sat-Sunday. Shifts would be 8.5 hours with an hour lunch break in between these hours. Usually it is two weekends worked a month with the Rota being completed and posted a month or so in advance.

Objective

The Customer Service advisor is responsible for customer support for a number of client & company programmes.

Working relationships

Liaise with internal departments – Compliance, Operations and Accounts

Key result areas

• Monthly call quality monitoring
• Monthly email quality monitoring
• Attendance and professional tenure

Key tasks

• Handling customer telephone enquiries
• Handling customer email enquiries
• Following standard daily customer service procedures
• Recording all customer queries
• Utilising various in-house customer service applications
• Problem solving any issues that may arise
• Recording customer expressions of dissatisfaction and complaints.

Core skills

• Proven record of delivering high quality customer service
• A clear, professional phone manner
• Some complaint handling experience
• Excellent communication skills, both verbal & written
• Self-motivator – happy to work in a fast paced environment
• Sound working knowledge of MS Office
• Background within retail banking or financial services preferred.