Client Support Associate

ROLE

_ You will be working within the Client Service Department, specifically within the Client Support Team. The Client Support team is an employee focused call centre operation that deals with the day to day needs of our clients' employees. This team is the voice of Thomsons, and it is our mission to deliver an excellent and consistent experience for all employees that contact us through our channels of communication - these include email, phone and specific admin services. _

RESPONSIBILITIES

· Answering Inbound calls

· Delivering an excellent call centre experience to all Thomsons clients and employees

· Meeting and exceeding call centre Key Performance Indicators (KPI's) both individually and as part of a team

· Delivering a high standard of quality in-call handling, and call logging

· Taking ownership of queries and admin work, ensuring they are completed to a high standard and within the required timeframe

· Champions the client internally and externally

· Where required, challenges and shows assertiveness to achieve results and client satisfaction

· Handling and recording complaints to FSA standards and timeframes

· Supporting the Client Support Manager as required to maintain service levels

THE CANDIDATE

We are looking for people who are passionate about delivering an excellent service. You will be self-motivated and want to help others through delivering an efficient, quality-led service. You will need to be able to demonstrate the following key attributes;

· High standard of communication, both verbal and written

· Eagerness to learn

· Shows initiative and dedication to meet KPI's, deliver results and drive improvement

· Ability to meet deadlines and a real desire to achieve results

· Excellent timekeeping and attendance

· High attention to detail

· Good social skills, confident in speaking to people and dealing with challenges

· Strong ability to deal with difficult calls, both from vulnerable customers and those complaining

· Ability to build rapport and respond confidently to customer queries

· Takes accountability of calls and ensures the best solutions are provided

· Assertive, challenges processes and the "as is" to achieve a better service and experience for the client

EXPERIENCE

· Experience of working in a call centre environment meeting call centre KPI's and SLA's

· Experience of using a CRM system

· Experience of meeting call quality targets and logging calls to a high standard

· Working in a service-focused, disciplined environment

· Some experience within the benefits industry is desirable