This job is with FSCS, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.The Role
A fantastic opportunity to join our Contact Centre team fulfilling the role of the Customer Support Specialist Coach. Reporting to Contact Centre Operations Manager, this is a critical quality management activity to provide our Customer Specialists with real time feedback, performance assessments, and best practice activities to help improve knowledge and continue to enhance the technical skillset needed to serve our customers.
Key Priorities
You'll be responsible for maintaining the delivery of high levels of customer service within the Contact Centre across a number of channels. A key performance indicator of your success will be measured via post call CSAT survey and team QA results.
Take the opportunity to enhance and develop leadership and management skills by working closely with the contact centre operations manager.
Assisting the team to address customer concerns and queries, including providing updates and information to help resolve potential complaints.
Developing the knowledge of our customer specialists as the face of the organisation communicating with our customers via multiple channels, voice, chat letter & e-mail delivery of a positive customer contact experience and outcomes.
Work with the team to identify and develop ideas for continuous improvement for the contact centre and other ideas to benefit the scheme.Knowledge, skills and experience
Previous experience in financial services, and preferably in a customer service and coaching role.
Demonstrate a high level of knowledge of FSCS rules, policies and processes.
Understanding of our claims processes& how we generate correct decisions & accurate compensation
Ability to communicate well across a variety of stakeholders, being understood and making complex information accessible and easy to understand.
Understanding of the role & specialists delivering expected levels of customer service.
Demonstrate knowledge of assessing claims on a variety of investments and calculating appropriate redress.
Working at the FSCS
At FSCS we are purpose driven and committed to delivering an exceptional service and results for our customers.
We have invested greatly in a flexible people offering that we're proud of, that our employees love and that supports and promotes diversity, inclusion, and overall wellbeing. Key benefits include:
Employer pension contributions from 9%+ dependant on your contributions and length of service
Life assurance, income and critical illness protection
Private medical and dental insurance
EAP and Virtual GP
26 days annual leave + bank holidays and the option to sell 5 or buy up to 9 additional days per annum to suit your lifestyle
Enhanced Maternity, Paternity and Adoption leave - 6 months full pay
Additional discounts and options to earn rewards to spend at your choice of retailer
To Apply
Use the Apply Now button to apply with your CV.
We are happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application. If there are additional options you'd like to request, please contact recruitment@fscs.org.uk. We also offer reasonable adjustments on the job.
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