Customer Service Contact Centre

12 Month Fixed Term

Manchester

One of our large financial clients is looking for a experienced customer services person with ideally some contact centre experience

Responds to all shareholder queries received by phone, email, letter, or webchat. 80% of the role is phone based and the other 20% is investigating cases.

• Places telephone trades in accordance with instructions received.
• Take ownership of answering, investigating, and resolving all enquiries within agreed service levels and focusing on customer outcomes.
• Responses are fast, efficient, and accurate.
• Investigates errors in shareholder accounts and statements.
• Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures and responds to shareholder once issue resolved.
• Reviews daily open items to ensure proper follow-up and closure.
• Responsible for the quality and completion of own work.
• Maintain your working knowledge of all products and procedures
• Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service
• High school/secondary school or the equivalent combination of education and experience is required.
• Experience in contact centre or client service preferred.

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