Call Handler

Job description

Job Details

Role Sector: Customer Service

Hours Per Week: 35

Salary Range: £

Additional Benefits:

Role Description

We are currently recruiting for a Call Handlers to join the Corporate Pensions team in our Dorking office. You will undertake a range of administrative and technical support duties for our prestigious clients including receiving inbound telephone calls and emails.

We are pleased to announce that the Dorking office will remain at the Pixham End site.

The role

· Liaise with internal and external customers to ensure that the service proposition is achieved and customer relations are continually enhanced.
· Take responsibility for delivery of accurate and timely information.
· Take responsibility for the work allocated by the scheme co-ordinators to deliver service level agreements at the required quality.
· Proactively learn and become accredited in all the relevant procedures and ensure that they are followed at all times, to ensure the customer receives a quality service.
· Maintain and develop good product knowledge to enable effective resolution of customer queries.
· Maintain and develop a good knowledge of the My Money systems.
· Ensure any complaints are identified and passed quickly to an accredited complaints handler, to ensure a speedy and efficient resolution of customer complaints.
· Contribute to projects as required.
· Ensure you protect our customers, business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators for this role, Friends Life legal (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance, TCF).
· Demonstrate that the Treating Customers Fairly (TCF) outcomes form an integral part of your daily routine, whilst robustly challenging any process or business decision which does not reflect TCF in action.

Skills & Experience required

· Excellent communication skills with the ability to build effective relationships.
· Able to work to tight deadlines.
· Delivery focused.
· Flexible and able to work effectively as part of a team.
· Flexible in approach to working hours i.e. changing working pattern during approaching deadlines.
· Previous telephone experience.
· Relevant pension’s product knowledge is preferable.
· Relevant Customer Service or Financial Services experience would be ideal but not essential.
· Self-Motivated with a positive attitude.
· 5 GCSEs (or equivalent) at Grade C or above, including Maths and English.

What will you get from this role?

· Salary of £17500 - £20000
· Annual performance related pay review and bonus
· Defined contribution pension scheme
· Generous holiday allocation plus bank holidays
· Excellent flexi-benefits package
· The Dorking site includes a restaurant and a sports and social club, including a gym

Additional Information

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Sarah Morgan in the Resourcing team on 01782 558019.