Customer Service Representative (6 month fixed term)
Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focuses on commercial lending and specialist residential mortgage markets.
The successful candidate will be the voice of the Hodge brand in all interactions with our customers. Your focus will be to deliver low effort experiences by treating customers as individuals and communicating in a positive, can-do tone of voice. You will also be expected to be a key contributor in sharing ideas and solutions on how our processes should create low effort.
Key requirements:
* Experience of using customer service systems and processes
* Excellent communication and influencing skills
* Attention to detail with excellent literacy and good numerical skills
* Able to follow procedures and work within a regulated environment
* Excellent Office 365 skills and a good understanding of computerized administration and workflow systems
Key responsibilities will include:
* Living and breathing our Hodge values in day-to-day interactions with customers (Bold Flexibility, Genuine Empathy, Bold Flexibility).
* Communicating in a positive tone of voice, turning difficult conversations into positive experiences for our customers. Showing curiosity and collaborating with colleagues, the Continuous Improvement Coach, and the Team Leader when answers are unknown.
* Making every effort to fix customer complaints and leaving them with a positive view of our brand. Ensuring smooth handover to the Continuous Improvement Coach when escalation is necessary.
* Acting on feedback and coaching from the Continuous Improvement Coach and Team Leader positively, using our quality framework as a guide during customer interactions.
* Handling customer inquiries in the moment while anticipating the next steps in the customer journey to ensure clarity and ease of experience.
* Sharing insights on improving processes, systems, or products to enhance customer experience with the Team Leader and Continuous Improvement Coach.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment. These include criminal record, identity, sanctions, adverse finance, fraud prevention, and reference checks to comply with our regulatory requirements.
Hodge is an advocate of being an equal opportunities employer. We believe in promoting equality and diversity, which is central to our lives today. We welcome applications from all sections of the community and recognize the value a diverse workforce brings to an organization.
ESG and sustainability are at the heart of everything we do and serve as a reminder of the responsibility we have to our stakeholders, customers, colleagues, and the communities we operate in. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.
Apply today to become part of Hodge’s mission to make life better for customers and society in the moments that matter.
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