Customer Service Executive

On behalf of my financial services client based in Reading I am looking to recruit a Customer Service Executive on a 3 month rolling contract.

To provide a good customer service by accurately processing and authorising a variety of customer transactions, including complex and non standard transactions. This will be processed within agreed service levels and approved financial authority levels where appropriate.

Accountabilities and Responsibilities:
*Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
*Handling complaints in line with area guidelines.
*Processing non standard or complex transactions/calculations, including manual processing where required.
*Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
*Deal with customer data ethically and in accordance with FSA requirements.
*Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained.
*Provides informal guidance and/or training for colleagues as required.
*Completes independent quality and accuracy checking of work.
*Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
*Assists management team where appropriate.
*Keeps own knowledge of processes, products and appropriate regulation up to date.
*Achieves agreed performance levels
*Implements and maintains personal development plan, and is proactive in own self development.
*Completes performance management documentation in line with agreed timescales.
*Displays key behaviours at appropriate level.
*Understands and adheres to Policy and all relevant regulatory policy.
*Ensures all payments are dealt with in line with UK delegated authority requirements.

Knowledge
*Good communication and mathematical reasoning skills (5 GCSE's or equivalent)
*Good understanding of all relevant legislation eg Data Protection Act, Money Laundering requirements
*Good understanding of relevant products and systems, including PC skills
*In depth understanding of relevant processes
*Relevant professional qualifications
*Understanding and application of agreed authority limits

Skills
*Good customer focus and complaint handling skills
*Good keyboard skills, and familiar with Microsoft Word and excel.
*Good call handling skills
*Good organisation and time management skills to prioritise workloads.
*Good analytical, problem solving and decision making skills
*Coaching, training and feedback skills
*Understanding of and ability to display behaviours in line with concept of Challenge, Deliver, Inspire and Connect
*Previous experience of financial services or a customer service environment is desirable

hy-phen Limited is acting as an Employment Business in relation to this vacancy.