- Salary
- £25k – £28k/yr
- Location
- Wrexham, Wrexham
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Source
- Pinpoint
Description
Customer Service Agent - Front Office
Department: Operations
Employment Type: Full Time
Location: Wrexham
Reporting To: Chelsea Douglas
Compensation: £25,000 - £28,000 / year
Description
This is a 12 Month Fixed Term Contract
As a Customer Service Agent you will handle incoming and outgoing contact, across a variety of communication channels. You will deliver support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary and good customer outcomes are achieved. Primary duties include answering phones, responding to emails and web chats. All our Customer Service Agents are brand ambassadors for our financial products and aim to satisfy customer queries within their first point of contact.
As a Customer Service Agent you will handle incoming and outgoing contact, across a variety of communication channels. You will deliver support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary and good customer outcomes are achieved. Primary duties include answering phones, responding to emails and web chats. All our Customer Service Agents are brand ambassadors for our financial products and aim to satisfy customer queries within their first point of contact.
Key Responsibilities
- Answering inbound calls, addressing customer queries and questions.
- Responding to customer queries and resolving issues, via web-chat and email.
- Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
- Identify and handle customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
- Identify potentially fraudulent applications and report any findings to the relevant team.
Skills, Knowledge & Expertise
- Excellent communication skills to effectively communicate with customers.
- Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
- Experience handling customer complaints and complex cases, ideally over the phone or online.
- Relevant, recent experience in a customer facing role.
- Qualified to at least A-Level or equivalent with a solid academic background.
- Minimum of GCSE grade C in English and Maths.
- IT literate, including Google suite and Microsoft products
Job Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working
- Free breakfast available
Skills
Customer Service