Customer Operations Representative

Job description

Job Family and Band - Customer and Business Services, Band B
Contract Type - Permanent
Closing Date - 01 February 2016


INTRODUCTION AND BACKGROUND

Due to our award winning approach Standard Life are welcoming new customers every day and due to that we are creating opportunities for people with a passion for delivering an outstanding customer experience.

When you work at Standard Life we commit to growing your career and expertise by acknowledging your talent, rewarding you well, providing you with market-leading benefits and a great working environment. What are we looking for in return? Well, your energy, enthusiasm, your drive to deliver results and passion to make a difference every day. Together, we will achieve our goal which ultimately ensures the best for our customers.

KEY RESPONSIBILITIES

• Build valuable customer relationships by developing a solid understanding of customer needs.
• Provide product and service information to customers.
• Resolve customer enquiries fairly and effectively, in a timely and accurate manner.
• Responsible for inbound and potentially outbound contact from customers.
• Use a range of media (e.g.telephone, mail,online,etc) ensuring the best possible customer experience.
• Responsible for following core processes to ensure optimisation of the customer experience. All actions must comply with the process requirements.
• Proactively promote alternative/ lower cost service channels and explain the benefits of online technology to increase the use of self-service where possible.
• Identify any potential problems/process improvements, get to the root cause and take appropriate action to escalate and/or resolve as appropriate.
• Demonstrate flexibility in working patterns to meet business needs and customer volumes.
• Keep up to date with legislative changes and the range of Standard Life products.
• Keep up to date with product and/or process knowledge as required for role.

You don't need to have office experience or a background in Financial Services to apply for this role, but you should have exceptional customer service skills and be motivated to make a difference to our customers lives daily.

Desirable

• Relevant experience of working in a telephony environment.
• A natural flair for customer service and meeting/exceeding customer needs and expectations.

KEY COMPETENCIES

Customer at the heart
Being customer driven in all you do, understanding and meeting the customer’s needs, and connecting emotionally with the customer.

Build relationships
Building partnerships, networks and relationships.

Delivering results
Meeting and exceeding performance goals and expectations to deliver results.

Impact and influence
Influencing others to achieve a positive impact. This includes communicating clearly, building support for ideas and having an impact on other people.

Embrace change
Adjusting your behaviour to meet the demands of a changing working environment.

Information Seeking
The ability to efficiently and effectively collect information, to provide insight to others or to help solve business issues.

Communication skills
Clearly and effectively communicates information to internal and external stakeholders through a range of channels including written and oral.

We value diversity in our workforce and welcome enquiries from everyone.