Customer Management Analyst Belfast, Northern Ireland
Job description
Operate
Be it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery - Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow's skills to drive success for our clients today.
About the team
Within Customer Management we support various clients in carrying out 'business as usual' activities and remediation for their customers. We do this from a range of locations and by providing cost effective solutions, access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.
Essential Skill and Experience
You will be able to demonstrate the following:
Experience within a customer facing space in either; Utilities, Financial Services including banking, insurance, wealth, Civil Service, Health or other related sectors
Previous telephony experience, with proven verbal and written communication skills
Ability to understand and apply policies and procedures.
Experience/ability to conduct sensitive conversations with customers with empathy, to understand the customer’s area(s) of concern.
Role description and responsibilities
Our highly skilled team of associates, quality checkers and team leaders work ‘as one’ to help our clients with customer groups who, at some point, may have been disadvantaged.
You could be working and providing support on a range of projects that can include remediation, complaint handling, dealing with vulnerable customers, claims management, patient outreach, asset transfer and more to ensure the best possible outcome for our client and their customer.
You will be responsible for ensuring the right result for the customer and the client, whilst delivering the highest standard of service at all times. You will be a true ‘people person’.
Key Responsibilities
Taking ownership of end to end cases by handling the customer journey from initial customer contact to resolution via direct communication to answer queries or help with paperwork & written communications to customers, such as update letters. This will involve direct communication ie call handling, letters / emails, to advise of updates or to assist with collecting required information or simply reassuring the customer or sending a templated update to keep the customer informed of progress.
Build rapport with clients and customers seeking the best possible customer experience and process efficiencies
Ability to respond to the individual needs of each customer, identify and clearly understand their requirements and resolve issues efficiently by liaising with your team and / or other teams / individuals as required
Taking ownership of cases with a ‘Right First Time approach’ and workload communicating with your team to achieve best results
Ensure correct validation is completed, information and customer interactions are accurately documented and recorded in line with policy guidance.
Ability to appropriately receive and quickly act upon feedback provided by Team Leader and / or Quality Checker.
Ability to adapt to client asks and priorities
Working as part of a team to ensure best practice and shared learning, using previous experience and giving and receiving feedback to improve processes and efficiencies
Work to productivity targets whilst maintaining high quality standards.
Attending meetings
Not the role for you?
Did you know PwC offers flexible career arrangements and contract work? Learn more.
The skills we look for
In addition to our global framework, the PwC Professional, there are a number of key Operate behaviours you'll be evaluated against during our assessment process. You can read about these here.
The Deal
‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.
Our commitment to you
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.
Automated decision making
Some elements of our application process may utilise automated decision making. This will be based on responses on your application form or from your assessment test results. For more information please see our privacy statement.
