
Customer Service Specialist London, England
Job description
As a member of the escalations team, you will be responsible for supporting our front-line agents with complex queries and working directly with customers to resolve escalated and complex questions and queries through to resolution.
This role operates a shift pattern covering 5 days a week over 37.5 hours through Monday to Sunday, covering the hours of 8am-8pm Monday - Friday, and 9am - 5:30pm Saturday and Sunday - you will likely work one weekend a month.
A day in the life:
- Investigate, manage, and resolve escalated and complex customer queries, including determining the root cause of the problem to mitigate any future risks or further customer contact wherever possible
- Think outside the box to propose solutions to support our customers whilst keeping within the Treating Customers Fairly principles
- Highlight any insights and customer dissatisfaction trends to the Customer Service leads, and make recommendations to improve processes or customer journeys through feedback
- Provide support to our frontline team members to ensure a seamless customer experience hand off between first and second level escalations
- Develop productive working relationships with a range of stakeholders across the Operations team & broader business
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with FCA regulations
About you:
- Customer Service experience in a call centre or telephone-based environment, ideally within financial services
- Strong interpersonal skills and communicates effectively and confidently with customers and colleagues alike
- Exceptionally customer focused, understands and has delivered high standards of customer service
- Knowledge of the FCA and its guidance of Treating Customers Friendly
- A focus on quality, attention to detail and speed in an Operational environment
- Decisive and solution orientated
- Proficient with MS Office, particularly MS Excel and MS Word
- Ability to manage and adapt in a busy, pressurised and frequently changing environment
- High level of accuracy and attention to detail required to manage priorities at pace
- Strong problem solver with the ability to show initiative/forward thinking and proactiveness
- High numeracy and literacy skills
Flexible working? Yes please!
Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.
Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
Subject to having the right to work in the country of choice
To thrive here, you’ll need to: