Customer Service Advisor - Financial Services - moving to remote
Job title: Customer Service Advisor - Financial Services - moving to remote
Job Description:
What's in it for you?
* Be part of our rewarding pay progression scheme with a salary between £25,714.00, rising to £27,032.00
* You will work 40 hours per week between 8am - 8pm, Monday - Friday on a 6-week shift rota with 2/6 Saturdays between 9:30am - 5pm. We will provide a full list of shifts at the interview stage. No Sunday shifts currently.
* Training period is approx 7 weeks and you will work 8:30am - 5pm Monday - Friday.
* Option to work from home after completing your qualifying period – full equipment provided.
* Modern & vibrant office, with free parking, great transport links, on-site canteen, plus several retail & food stores on your doorstep if you wish to venture!
* Internal career progression platform called INSPIRE, which helps many colleagues to develop into a multitude of roles available with a clear development plan from the outset.
* Access to exclusive discounts, benefits and cash back for all Capita Employees and their families! Retail, cinema, shopping, something for everyone!
* 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
* We do work Bank Holidays but Christmas Day, Boxing Day and New Years Day are all non-working days, so put your feet up! (If you are scheduled to work on a bank holiday, you will receive a day in lieu).
* Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more!
* Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
What you'll be doing:
* Understanding the customers' financial situation, providing options and solutions to help our customers get back to financial health. Always ensuring fair outcomes, including for our vulnerable customers.
* Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service.
* Embracing learning, coaching, and development to continuously improve your skills and capability.
* Sharing ideas to improve the customer service experience.
* Making a real difference to people’s lives.
* Dealing with some of our more vulnerable customers and their complex needs.
What we're looking for:
* Comfortable speaking with customers over the phone and asking questions to gain a full understanding of our customers' circumstances.
* Making decisions considering the risk to the client and impact to the customer using guidance or advice where required.
* Navigating around our systems and ensuring all details entered are accurate – previous experience of using multiple CPU systems is essential.
* Ensuring all regulatory requirements are adhered to through training and compliance.
* This role would suit individuals who have experience of dealing with customers who have complex needs, who may have worked previously in a call centre environment, have first-class communication skills and are able to complete work to a high standard. This is not an entry-level role and some previous experience is essential.
Essential experience – we require a minimum of one of the below:
* Experience in a call centre customer service role.
* Experience in a clerical environment.
* Experience in a health care environment dealing with vulnerable clients.
* Experience in a face-to-face customer service role.
* In addition, we also need experience of using multiple computer systems.
Desirable experience:
* Experience of working in a collections environment.
* Experience of working in Financial Services.
You’ll get the chance to follow your chosen career path anywhere in Capita.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you.
Location: Runcorn, Zjednoczone Królestwo
Time Type: Zatrudnienie w pełnym wymiarze godzin
Contract Type: Stały
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