Offers “Adecco UK Limited”

Expires soon Adecco UK Limited

Customer Service

  • Leeds (West Yorkshire)
  • Administration

Job description

  Location
Leeds, West Yorkshire
·  Salary
£15,455.00/Year
·  Category
Accountancy & Finance - Accountancy & Finance
·  Job type
Permanent
·  Industry
Office and Secretarial
·  External Reference
L2384923

PURPOSE:

To provide expert Customer Service to our customers (Consumers and Introducers) verbally and in writing, dealing with a variety of queries professionally and efficiently, ensuring premium customer service is delivered at all times.

Adhering to internal and external controls to maintain brand integrity and to ensure all customers are treated fairly and regulatory requirements are met and to ensure that wherever possible enquiries are resolved at first point of contact.

KEY ACCOUNTABILITIES:

It is expected that in discharging the accountabilities described below the post holder will consult with and gain the support of the key stakeholders, in particular Customer Service Team Management team, Customers and Introducers - who we offer finance through and authorised third parties.

In carrying out the responsibilities of the role, the post holder may work with (or have significant contact with) all areas of the business.

The post holder is directly accountable for the following outputs:

Customer Experience & Service Delivery

*Responsible for ensuring that every customer receives a positive customer experience on every contact
*Responsible for delivering all personal KPI's and objectives so that business goals are met
*To assess and resolve enquiries, requests and complaints primarily on the telephone but also by other electronic channels to ensure that customer and introducer enquiries are resolved at first point of contact unless specialist knowledge or investigation is needed
*Accountable for using sound judgement and taking decisions within established procedures
*Accountable for adhering to all internal policies and procedures plus internal and external controls such as DPA, customer service call evaluation framework for each service request
*As a representative of My client employees must promote the brand positively maintaining brand integrity This includes maintaining professionalism at all times especially when handing difficult situations
*Responsible for accurately maintaining company systems so that any information given, actions taken relating to any customer enquiry are logged and followed up within agreed SLA's
*Responsible for taking ownership of all customer interactions demonstrating professionalism and empathy, being clear on the facts, escalating where necessary and ensuring all procedures are rigorously adhered to. Where there may be several different acceptable outcomes to a situation the advisor is responsible for communicating clearly what the possible outcomes are and ensuring all follow up actions are completed accurately
*Responsible for deciding when service requests should be handed off to other departments or expert users and ensuring this is done in a professional manner or requesting call backs if appropriate
*Ensure that TFC outcomes are adhered to on every customer contact.

Risk

*Identify and evaluate risks within area of responsibility (including errors, fraud and inappropriate procedures) ensuring sufficient business controls are in place to minimise exposure to risk
*Take appropriate measures to manage these, recognising your individual responsibility and accountability for risk in relation to your role and follow effective best practice processes
*Establish and maintain entries within the departmental risk register

Compliance

*Responsible for ensuring that all necessary steps are taken to protect customer and retailer confidentiality whilst also protecting company and commercially sensitive information especially in relation to potential fraud and in the storage and disposal of confidential customer information in the correct manner
*Ensure compliance with all relevant legislation and specifically that which relates to Data Protection, Money Laundering, Health and Safety, Bribery Act and Treating the Customer Fairly ('TCF') and attend update training as may be required from time to time
*Ensure compliance with SOx requirements by ensuring ongoing compliance with the following objectives:
ocontrols in their processes are effective to manage risks (in conjunction with Financial Control)
oprocesses are operating as mapped
odepartmental staff are aware of their responsibilities and operate in line with the Group standard
oprovide assistance to financial control in the performing of any testing
oexceptions are noted and appropriate remedial action taken
oany changes to process/systems have been approved in line with Group policy/procedure
oensure all complaints are logged in accordance to company policy

Continuous Improvement

*Responsible for preparing for all 121's and keeping your personal development plan up to date at all times
*Demonstrating the company behavioural values (Harmony, sincerity and pioneering spirit) at all times
*Responsible for keeping up to date with changes to procedures and processes and access all company communication channels on a regular basis
*To offer improvements to current processes to benefit both our internal and external customers

Other
To undertake any other duties as specified from time to time in accordance with business requirements
PERSON SPECIFICATION
*Excellent written and verbal communication skills
*Proven knowledge of Microsoft Office
*Previous customer service experience and previous telephone experience preferable
*Ability to multi task
*Ability to deal with complaints or difficult calls whilst maintaining professionalism and empathy at all times
*Resilience to take high volume of calls on a daily basis
*Ability to explain our products in easy to understand language
*Attention to detail and an eye for accuracy
*Ability to work to targets
*Ability to work in a team and on own initiative
*Ability to listen and build rapport and understanding with customers

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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