Customer Service Advisor

Job description

Job Purpose:

The post holder will be required to handle complaints from the Clients customers; ensuring they deliver excellent customer service. Complaint resolution will be managed using appropriate systems, letter writing and telephone conversations; the post holder must ensure outcomes satisfy both the customer and the business whilst providing a high quality response to customers.

Key Accountabilities:
- Take ownership of complex complaints, as defined in Clients Group Minimum Standards through multiple channels, telephone, image, webchat, email.
- Investigate complaint cases to identify issues and ensure a correct decision regarding corrective action is made.
- If a case is identified as having a particular problem; investigate ways to offer compensation and calculate Customers total redress amounts accurately.
- Update AS400 and Respond systems with tasks completed including Customer Assessment Form (CAF).
- Communicate Final Response letters to Customers (including Broker Sales).
- Adopt a value based approach when dealing with Customers.
- Strengthen Customer loyalty and retention by ensuring the business learns from complaints by clearly communicating to other business areas.
- Achieve/exceed challenging productivity targets in relation to number of complaints handled.Ensure all duties are conducted in conjunction with Group Minimum Standards (GMS) and FSA regulations.
- Adhere to assigned limits of authority.
- Complete relevant mandatory governance and compliance training within agreed timescales
- Monitor own achievements for speed and accuracy, correcting all errors; thus ensuring continued improvement to personal performance and workflow of the Complaint Management team as a whole.

The Person:
Essential
-Ability to follow processes and instructions
-Excellent customer service skills and experience
-The ability to build relationships with internal and external customers
-Excellent organisational skills
-Comfortable with adherence to rules
-Keen attention to detail
-Flexible / adaptable approach
-Previous experience of working to team and personal budgets, SLA`s, targets and delivering high quality results
-Demonstrate flexibility and embrace change
-Computer literate with Microsoft Office applications, internet and e-mail

Desirable
-Experience of working in a contact centre/BPO environment
-Previous experience of working to SLA`s, targets and delivering high quality results
-Financial services experience
-High degree of initiative
-Previous experience of working to team and personal budgets, SLA`s, targets and delivering high quality results
-Demonstrate flexibility and embrace change
-High standards of literacy and numeracy
-Excellent communication skills both verbal and written
-Previous experience in similar role

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.