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Customer Service Associate

Posted on Jan 18, 2020 by CV-Library

Wimbledon, Greater London, United Kingdom
Immediate Start
£21.4k - £21.4k Annual
About the Company We help businesses and individuals pay their insurance premiums by spreading the cost over regular instalments. Premium finance is a convenient alternative to paying in one lump sum, allowing customers to manage their finances more easily or free up capital for other uses. With over 35 years’ experience in the industry, Close Brothers Premium Finance is a leading provider of premium finance. We provide expert support and service to over 2,000 brokers across the UK and Ireland. Close Brothers Premium Finance is part of Close Brothers, a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. This provides financial stability so that we can offer our customers the best products, and we pride ourselves on giving both our brokers and their clients the best possible service and support. About the Role The Customer Service Associate is to be part of the Customer Services team responsible for the first time resolution of inbound customer contact by offering exceptional customer service. The role holder will have the skills and, capability to ensure the level of Customer Service offered each and every time will exceed customers’ expectations, ultimately ensuring Close Brothers Premium Finance is seen as a company that is easy to do business with. Key Responsibilities: * Owning and driving resolution over the phone with our internal and external customers. * Achieving top quartile Customer Satisfaction/Quality scores. * Responding to all inbound calls adhering to set targets (daily, weekly and monthly). * Updating all system notes at the end of the call ensuring they meet the department’s required standards. * Adhering to the Complaints management process and adopting a proactive approach to problem solving to prevent escalations. * Participating in testing new system changes as and when required. * Contribute to the overall Customer Services strategy and operational deliverables by taking ownership of your own workload in a fast-paced environment. * Adopting a professional manner in all interactions with internal and external customers About you Skills & Experience: Essential * Excellent communication and customer service skills. * Exceptional verbal, written and interpersonal skills * Ideally previous customer service experience Desirable * Contact Centre Experience * Experience within a customer services-based environment, preferably within the financial sector or a regulated industry Education & Qualifications: * Essential -Educated to GCSE Grade C and above for English and Maths or equivalent * Desirable -A Level standard or equivalent Rewards and Benefits At Close Brothers we recognise the value of a work life balance, and have put together a benefits package that reflects this. * Discretionary Annual Bonus * Pension – Group Stakeholder Pension Plan 5.3% employee and 10% employer contribution * Life assurance – 4 times annual salary * Private Medical Healthcare * Annual Leave – minimum of 25 days as standard with the opportunity to buy up to 5 days’ additional annual leave every March * Plus further benefits including competitive family friendly offering , information available upon request Equal Opportunities As an employer, Close Brothers is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employee’s or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs. *Agencies who contact the hiring manager directly regarding this role will be removed from the PSL or banned from it moving forward

Reference: 211251230

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