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Customer Service Advisor London, England

FCA

Full Time London, England 28800 GBP ANNUAL Today

Job description

Customer Service Supervisor (Contact Centre)

London based – Hybrid Working with 40% of your working time over a month, in office.
£28,800 p.a with a potential for top performers to earn up to £33,500 within 18 months.

What will you get from the role?

Working in our leading-edge Supervision Hub, you will have the opportunity to start a career in Regulation; work in front line supervision and become an experienced Financial Services Supervisor. This is not your everyday contact centre. You will be the forefront of the FCA, taking calls from consumers.

You will be making your own judgements to draw out key information, while engaging with empathy and curiosity to deliver on the FCA’s key objectives.

About the FCA Consumer Helpline:

We guide consumers on a broad range of queries about financial services and products.
We help prevent consumer detriment by educating people about how to protect themselves in the financial market
We gather intelligence around the conduct of regulated firms.

What you will do:

You’ll be taking calls from Consumers who contact the Financial Conduct Authority and help resolve their queries.
You will provide Consumers with the required guidance they need and use your own judgement in drawing out key information, gathering intelligence and helping to protect all consumers from misconduct or harmful scams.

Hours:

35 hours per week working across Monday to Friday (8am to 6pm).
You will work a maximum of one Saturday (9am -1pm) a month with 1 day given off given during the week in lieu.

Training:

It is important we equip you with all knowledge needed to succeed in this role and we provide an extensive 16-week training programme on joining. The training is mainly in-office training with elements being delivered at home as part of our current hybrid working module.

The skills you need:

As a signatory to the Government's Disability Confident scheme, we guarantee an interview to any disabled candidates entering under the scheme, should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV.

The Minimum requirements are excellent written communication skills and the ability to demonstrate excellent customer service experience.

Essential

Excellent verbal communication skills, including active listening and using simple language
An investigatory mind-set, knowing how to find answers
An ability to make judgement-based decisions, using analytical skills to clarify situations
Excellent relationship building skills, building rapport, adapting to and empathising with others
Resilient, able to work to SLAs even when under pressure
Good computer/keyboard skills
Positive, composed, impartial and productive

Desirable

Previous contact/call centre experience
Knowledge of financial services products
Experience of using a CRM

What we offer:

Non - Contributory Pensions
Private Medical Insurance
25 Days Annual Leave a year plus bank holidays.
Plus other competitive benefits package

Useful Information:

This role is graded as Associate Level 9 Supervision Hub.
This role will be based in Stratford, London.
Applications for this role close on Sunday 25th June 2023 (midnight)
The next batch of Interviews/Assessments are scheduled for W/C 26th June.
The next start date for our new intake is August 14th 2023.

Please note, applications must be submitted through our online portal. Applications sent via email will not be accepted.

About the FCA:

At the FCA, we’re creating a fair and more resilient financial system. We’re establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers.

The FCA's Values & Diversity

Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator.

Additional Information

The FCA supports hybrid working and you will be expected to work 40% of your time over a month, in our office. We will consider other flexible arrangements, for example part time working, and you can discuss this with the recruiter.

If you have any questions about this role, please reach out to Chhavi on [email protected] or visit the FCA website(or intranetfor internal colleagues).

Job Types: Full-time, Permanent

Salary: From £28,800.00 per year

Benefits: