Customer Service Agent

Neilson Financial Services Limited; United Kingdom; Hybrid; GBP 25,000 - GBP 30,000; Full time

Job summary

A leading financial services provider in the UK is looking for a Customer Service Agent to enhance customer satisfaction through exceptional service. The role includes addressing enquiries, maintaining records, and supporting policy changes. Ideal candidates should have customer service experience, excellent communication skills, and attention to detail. You will thrive in a target-driven environment and contribute to improving service quality. This position offers a competitive salary and hybrid working opportunities.

Benefits

Competitive salary

Hybrid Working

Quarterly team nights out

Opportunities for growth

Qualifications

• Proven experience in a customer service role, ideally in financial services.
• Ability to manage stress in a target-driven environment.
• High level of accuracy in data entry and record-keeping.
• Flexibility to adapt to changing processes in a dynamic work environment.

Responsibilities

• Deliver outstanding service to customers by addressing enquiries promptly.
• Maintain accurate client records and comply with regulatory requirements.
• Assist customers in making tailored changes to their policies.
• Identify trends in customer enquiries to improve products and services.

Skills

Customer service experience

Communication skills

Attention to detail

Problem-solving skills

Time management

Team collaboration

Tools

CRM systems

Microsoft Office suite

Job description

Customer Service Agent

We are seeking 4x Customer Service Agent who are enthusiastic about providing exceptional customer service and thrive in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory.

Responsibilities:

• Deliver outstanding service to customers by addressing enquiries and requests promptly and managing the delivery of customer correspondences within the agreed company framework, timescale and deadlines.

• Maintain accurate client records and comply with regulatory requirements on all matters.

• Assist customers in making tailored changes to their policies as per their needs.

• Adhere to processes and procedures for all service-related matters and elevate upwards as appropriate.

• Contribute towards projects designed to improve the service offered by the business.

• Handle the administration of organisational claims process.

• Proactively identify and report trends in customer enquiries to help improve products and services.

• Collaborate with cross-functional teams to resolve complex customer issues and ensure customer satisfaction.

• Participate in ongoing training and development programmes to enhance product knowledge and customer service skills.

• Maintain a high level of confidentiality when handling sensitive customer information.

• Achieve and exceed performance targets related to customer satisfaction, call handling times, and first-call resolution rates.

Knowledge & Skills:

• Proven experience in a customer service role, preferably in a financial services environment.

• Ability to manage stress and maintain performance in a target-driven environment.

• Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.

• High level of attention to detail and accuracy in data entry and record-keeping.

• Prior knowledge or experience in Financial Services is a plus but not required.

• Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite.

• Strong problem-solving skills and ability to think critically to resolve customer issues.

• Excellent time management skills and ability to prioritise tasks effectively.

• Flexibility to adapt to changing processes and procedures in a dynamic work environment.

• Ability to work collaboratively in a team whilst also being self-motivated and able to work independently.

• Resilience and patience when dealing with challenging customer situations.

• Basic understanding of regulatory requirements in the financial services sector is desirable.

Why should you choose Neilson?

• A competitive salary.

• Hybrid Working.

• Quarterly team nights out.

• A dynamic company with an engaging environment.

• Opportunities to grow and develop within the company.

• We are a business that truly recognises our staff and their achievements.