Customer Service Agent

Job description

  Location
Preston, Lancashire
·  Salary
£ 15000 - £ 17000 / Year
·  Category
Office and Secretarial - Administration Manager
·  Job type
Permanent
·  Industry
Office and Secretarial
·  External Reference
JN-072018-19189

Salary: £15500 - £17000

Location: Fulwood

Hours: Monday - Friday 8:30 - 5pm/ 9 - 5:30pm

Job Purpose:

·  To provide an exceptional service to our customers in all aspects of their dealings.

·  To provide an inbound and outbound telephone support line to intermediaries and the end consumer.

·  To deal with all forms of communication from intermediaries and consumers, including but not limited to email, letters and faxes.

·  To help intermediaries with technical enquiries, from product criteria to KFI creation and case updates as necessary.

·  To deal with all aspects of post-completion mortgage administration in line with agreed service levels, policy and criteria for both consumers and intermediaries.

Main Responsibilities

·  To be responsible for the management of a caseload, covering a variety of work-types, to ensure intermediary and consumer queries / issues / administrative requests are dealt with efficiently and within agreed service levels. The following areas are some of those covered within, but not limited to, this role:-

·  Inbound/ Outbound support line for intermediaries and customers

·  Management Information

·  Illustration Creation

·  Procuration Fees and all tasks associated

·  Cashbacks and all tasks associated

·  Redemptions

·  Insurance

·  Annual statements

·  Deaths / long-term care

·  Ground rent / title queries

·  Retentions

·  To keep up to date and conversant with lending criteria, products and special schemes.

·  Liaising with relevant internal and external stakeholders to maintain quality relationships.

·  To develop and maintain business relationships with key partners, including customers.

·  To ensure all tasks are completed accurately and within specific time frames, criteria and policy.

Person Specification:

·  Excellent software skills, particularly Outlook & Word (Excel and Adobe also preferred).

·  Ability to multi-task and manage own workload in a fast paced environment.

·  Experience of working within a telephone based customer service led environment with inbound and outbound calls.

·  Experience of working in the Financial Services industry, and in particular the mortgage administration and processing would be preferred but is not essential.

Personal Qualities

·  Strong administration and telephone handling skills.

·  First class communication skills, both written and verbal.

·  Commitment to maintain accuracy and attention to detail, ensuring work is of the highest quality.

·  Highly motivated, organised and co-operative.

·  Ability to work well individually or as part of a team.

·  Be driven by customer service and going the extra mile to deliver exemplary service.

·  Ability to work under pressure.

·  Handle all enquiries in a professional, positive and prompt manner.

·  Ability to work both proactively and reactively.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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