Customer Service Advisor Edinburgh, Scotland
Job description
Job Title: Customer Service Advisor
Contract Type: Permanent (37.5hrs)
Location: Edinburgh
Closing date: 28th April 2023
Salary and Benefits: £23,060 - 25,000 dependant on your experience. Additional to this we offer great benefits which include: 28 days holiday + bank holidays (with the option to buy and sell), annual bonus and salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.
At Royal London we believe your difference is our strength and our organisation benefits from the different perspectives that diversity brings. Studies have shown that people from under-represented groups are less likely to apply unless they meet every requirement. So, if you’re excited about this role but your past experience isn't a perfect fit with the job description, we encourage you to apply anyway as you may be the right candidate for this or other opportunities.
About the role
As a Customer Service Advisor, you will be based within our calls team and will be accountable for the resolution of queries from our customers (Employers, Financial Advisors and Members). You will take a mixture of inbound and outbound customer calls, ensuring that they receive the highest level of customer service and support.
Key responsibilities
Taking customer queries via inbound and outbound calls.
Sending and responding to email and written correspondence.
You will be the first point of contact to our customers and will provide a professional and superior customer experience.
Respond to customer queries in a timely fashion, detailing requirement for the fulfilment of their request and managing their expectations.
Accurately logging all queries and maintaining customer data to ensure accuracy of content and that we meet regulations.
Criteria
Previous experience in customer service roles either over the telephone or face to face.
Ability to demonstrate excellent customer experience, always putting the customers needs at the heart of the decisions you make.
Professional phone manner with the ability to communicate in a clear, confident, and sincere manner.
Experience working in a fast-paced environment managing multiple queries and processes.
Working Knowledge of Microsoft Office, including Word, Excel and Outlook is required.
What we offer
We've always been proud to reward our employees by offering a number of great benefits including:
A generous group pension scheme (up to 14% matching employer contribution)
28 days annual leave plus bank holidays with the option to buy/sell up to 5 days
Annual company and performance based bonus
Life assurance (up to 8 x annual salary)
Enhanced parental leave policies
Private medical insurance
Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice
Full details can be found on our benefits page
About Royal London
Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.
At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.
Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.
We appreciate the world of work continues to evolve and we will continue to listen to our colleagues views on this whilst ensuring our on-going approach is right for our business and customers.
We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.
