Customer Services Advisor

CUSTOMER SERVICE ADVISOR

Our client; a large financial institution, are looking for customer service advisors to join their team in Kirkby on an initial 10 month contract.

WORKING PATTERNS

Fully flexible shift working a 4 day week covering shift patterns within operational hours between 8am/8pm Mon to Fri. Will also be required to work a Saturday shift 9/5

ACCOUNTABILITIES

Ensure expressions of dissatisfaction handled in accordance with the Financial Conduct Authority time scales

Deal with complaints taking into account any risks of the Bank's reputation

Provide excellent customer service

Use initiative in developing resolutions to complaints by telephone ensuring solutions satisfy both customer and the business

Provide high quality responses to all complex referrals to customers.

Provide constructive feedback to other business areas.

Be Pro/active in Root cause Analysis

RISK AND CONTROL

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Company Operational Risk Framework and internal Company Policies and Standards.

Adhere to Policies and Standards appropriate to the role/outlined in the Code of Conduct and mandatory training. Will also be required to ensure that all risks identified are managed as per Risk Framework procedures, ensure risk events (incidents) and control failures are investigated, reported, fixed and/or escalated to prevent reoccurrence. In instances where role holder is an owner of a key control, they will be required to provide supporting records to demonstrate regular review and maintenance. In addition, will be responsible to ensure all personal mandatory training and key controls are completed

KNOWLEDGE AND EXPERTISE

ESSENTIAL

Excellent one to one communication skill on telephone.

Confident and resilient telephone manner

Ability to breakdown complex issues.

Ability to perform in stressful and difficult situations

Good team player.

Maintain high level of accuracy

Proven negotiating and influencing skills

Knowledge of complaint handling procedures, regulatory and risk requirements

Satisfies the FCA criteria for an approved person, both initially and ongoing

Ability to prioritise own workload to meet deadlines

PREFERRED

Competent letter writing skills

Experience of working in both a self managed and team environment

Interested candidates should submit their CV at the first instance.