Customer Services Administrator

Central Operations

Ref: 1569Wednesday 11 May 2022

Up to £24k + benefits

Our client is an award winning and highly customer focussed financial services provider. They have an exciting opportunity for someone to join their customer services team, supporting their savings and mortgage customers.

 

The main purpose of the role is to be a first point of contact for savings and mortgage customers, providing telephone and administration support. You will also process online transactions to include providing technical support to customers when required.

 

To meet the demands of the department the role will require a ‘right first time’ attitude, a multi-tasker with a confident approach with strong customer service skills. 

 

Duties of the Customer Services Administrator will include:

  • Process all department transactions efficiently, accurately and within agreed Service Levels
  • Adhere to the procedures in all areas of the role
  • Provide a level and quality of service in line with expectations supporting the “Surprisingly Different” message
  • Recognise and action lead opportunities
  • Provide support to the retention officer role (to include customer contact, follow up calls etc)
  • Produce reports and management information (MI) as requested
  • Ensure that expressions of customer dissatisfaction and complaints are escalated accordingly
  • Be responsible for managing own daily workload and tasks
  • Deal with telephone and face to face enquires received within the department promptly, ensuring that a high standard of customer service is provided
  • Use initiative in identifying any practice and process improvements
  • Assist with system testing when required

 

Knowledge/Skills Required of the Customer Services Administrator:

  • Track record in an administrative and customer services environment
  • Good PC skills, including word and excel
  • Excellent oral and written communication skills
  • Financial Services background would be beneficial but not essential
  • Be willing to work towards a Certificate in Retail Banking Certificate or CeMAP

 

Our client operates a hybrid working model whereby you can work part of the week from home.  During the first few months of training you will need to be in the office on most days but thereafter circa. 50% requirement in the office which is Wimborne.