Role details

Customer Service Advisor

Leeds   •  Temporary

Bullet points

  • Customer Service Advisors
  • Leeds City Centre

About Our Client

My client are a Leeds based company that offer a fantastic progression plan within financial services and investments .

Job Description

  • Provide a friendly and professional seLMSce to our customers through a variety of channels including inbound and out1stnd phone, written, emails and social media. Present a positive impression of yourself1std TD.

  • Achieve expectation against the Customer Experience Commitments in call quality and other channels in line with our quality model.

  • Deliver high levels of customer service. Keep promises and ensure 1st time resolution - including following up on issues passed to other people/departments.

  • Take ownership of product or service requests, identifying when and where the query is best handled, transferring to other relevant departments as appropriate.

  • Identifying when to escalate, log or transfer customer complaints with a view to 1st time resolution.

  • Minimise risk to the business by meeting or exceeding service error rates and adhering to customer authentication processes.

  • Maintain customer records by updating accurate account information.

  • Consider customer needs beyond the initial query, including identifying and acting upon retention opportunities.

  • Be available from the start to the end of your shift to efficiently and effectively provide great customer service on all channels.

  • Identify and suggest areas of improvement.

  • Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.

  • Support the training team with the development of new recruits into the Customer Service function.

  • Adhere to mandatory training timings (LMS).

  • Adhere to the Treating Customers Fairly and the Training and Competence principles.

  • Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.

  • Treat customers fairly at all times.

The Successful Applicant

  • Advanced accuracy and attention to detail - minimal errors with no repeat occurrences.

  • Intermediate ability to tailor approach to meet the individual needs of the customer, ensuring customer satisfaction.

  • Intermediate IT skills - ability to navigate a broad range of internal systems.

  • Foundation ability to work independently, using judgement to appropriately escalate issues to management or other departments.

  • Foundation knowledge of the user functionality of our website and tools

  • Foundation level ability to use email handler systems

What's on Offer

Fantastic offer for progression

Qualifications offered

Competitive salary

Temp to Perm Opportunity

Central location

Apply for this job

Click the Apply or LinkedIn button below or contact Katie Scott quoting job reference 13756129
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