Customer Service Advisor – Telephony Role

Salary: £26,000 per year

Blue Arrow are now recruiting for a number of Temporary Customer Service Advisors to join our major financial services client’s team in Edinburgh. Working hours are Monday – Friday (1 in every 5 Saturdays to be worked) 35 hrs per year, shifts are between 8am and 6pm and the Salary: is £26,000per year. You must be flexible to work both in the office or from home as requested (equipment with be provided).

You will be based in either Workplace Pensions, Retirements or Protection, Health Claims & Bereaved in Edinburgh’s West End. These are temporary positions initially, with a real possibility for conversion to permanent for those who are successful in role. This is a fantastic opportunity for anyone who is looking for a blended (split between telephony, digital and follow up admin from the outcomes of the call) role.

You will support new and existing customers with their financial & service needs via a range of channels where appropriate and deliver an excellent customer experience. You will ensure customers receive fair outcomes, are dealt with efficiently and are referred to the correct person or channel where appropriate, including vulnerable customers.

This role will require you to provide an excellent customer experience for incoming and outbound contacts. You’ll be providing information on our products, acting promptly to customers’ instructions and ensuring that records are fully up to date and accurate.

Working as part of the team you will be responsible for carrying out a broad range of demanding operational support procedures, using your own judgment to make decisions which impact on customer outcomes.

Through dealing with a range of external and internal customer enquiries you will be providing customer satisfaction by understanding what matters to the customer. We are looking for people who are proactive, self-motivated, keen to learn, show great attention to detail and who want to work in an environment where the focus is on making the right business decisions for the customer.

Our client provides great training and help you develop an in-depth knowledge of our products and processes. Alongside your proven communication and customer service skills this will help to ensure you deliver the high standards of service the customers expect.

Because the training is so comprehensive, you don’t need a background in finance or banking. You do however need experience of helping customers and answering queries. You will be trained to resolve calls by taking ownership and providing first touch resolution whenever possible.

This role could be 90% telephony or equally could be 90% administrative depending on what team you are in however you could get moved between teams so you must be willing to do both a telephony focussed and an admin focussed role in line with business needs.

Key Skills required for the role:

Computer literacy
Excellent customer service experience
Willingness to go the extra mile
Attention to Detail
Flexibility
Ownership
Telephony & Admin skills