Customer Services Executive

My client, a large professional services organisation in Reading, require 2 Customer Services Executives to join their team.

Duties will include-
* 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.

We are looking for someone with the following skill set -
*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

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 the concept of Challenge, Deliver, Inspire and Connect

Qualifications
*5 GCSE's or equivalent
*ICS desirable
*CF1/FA1/FA2 desirable
*Education to Higher level or equivalent desirable

Experience
*Previous experience of financial services or a customer service environment is desirable

If you are interested in applying for the vacancy please send your CV and if your CV matches what we are looking for, someone will be in touch to discuss the role in more detail.

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