Your day-to-day responsibilities include:
- Deliver customer query resolution across a number of customer contact channels, consistently meeting performance indicators in accuracy and timeliness
- Provide support on business processes, policies and procedures
- Develop an understanding of the customer and business requirements
- Achieve predefined quality levels to meet and exceed customer SLAs
- Display skills and behaviours required to be truly customer centric and maintain a focus on the customer throughout every interaction.
- Identify challenges to performance and support improvements to enhance the efficiency of your team
- Keep accurate records of operations and log incidents
- Interpret, analyse data related to customer requests and queries and act accordingly
Skills we can’t do without:
- Good telephony communication skills
- The ability to convey information simply and concisely
- Previous experience working in Life and Pensions or Financial Services
- Good oral and written communication, which is accurate and compliant.
- Ability to work collaboratively and input ideas and suggestions into group activities
- Good time management skills and is organised
- Easily adapts to changing priorities
- Ability to plan and work to tight timelines without compromising accuracy
- Ability to influence colleagues and stakeholders tactfully
- Has the Customer at the forefront of everything that they do and committed to building relationships
