Customer Service Advisor - UK Wide

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Job description

Location: Remote working - UK Wide

Department: Mortgage Services

Salary: £20,286 to £21,714 depending on experience

Hours: 40 hours per week, fully flexible between 8am-8pm Monday to Friday including bank holidays, 9am-1pm occasional Saturdays

Start date - 4th January 2022

Contract type: Permanent

Who are we looking for?

We are looking for individuals who want a career, not just a job; people who have passion, drive and focus. Whether you already have proven ability to deliver an excellent level of customer service or simply have the right attitude and want to be part of our customer-focussed team - we want you! We will deliver robust training to pull on your strengths and ensure that you have the tools and knowledge to be the best you can be!

We are looking for candidates with the following skills and experience:

- Previous experience working within a Customer Service telephony role is ideal

- Competent in use of Microsoft Office, including Word, Excel and Outlook

- Experience working within Financial Services would be of advantage

- Ability to adhere to strict governance, process and policy

- Quality driven with excellent attention to detail

What will you be doing?

Providing excellent customer service is key as you will be the first point of contact in our frontline team. The role will see you dealing with incoming account queries and payment requests from both customers and 3rd parties. You will be able to understand and discuss individual financial circumstances relative to their mortgage payment commitments.

The role involves and is not limited to:

- Answering inbound calls and taking responsibility to identify and satisfy the customers' requirements

- Making an informed assessment at first point of contact to understand if you can fulfil the needs of the call or "hand-off" to appropriate colleague or department

- Maintaining a high level of functional and technical expertise on policies and solutions, in line with appropriate skill set/mandate.

- Being a team player and assisting colleagues where required

- Delivering on Key Performance Indicators (KPI's) including quality, complaints handling, productivity and knowledge building

Remote Working: We are offering these roles on a permanent remote working contract.

Training & Development: Initial training will be a 6-week academy which will include induction, training and then development centre with our skilled and experienced Learning & Development team. We will invest in significant training to provide you with the knowledge and skills to be successful in the role which will. For this reason, we cannot allow any holidays for the first 6 weeks.

We will need to verify your Right to Work document(s) before we can make any offer of employment and proof of address to complete pre-employment checks; please ensure you have these documents available.

What's in it for you?

- Excellent pensions scheme

- Life Assurance

- Group Income Protection

- 25 days annual leave with the option to purchase up to an additional one week's entitlement

You will be able to enhance some of these benefits and/or select from a wide range or additional optional benefits such as;

- Shareholder Incentive Plan

- Spouse Lifer Assurance

- Health Screening

- Critical Illness Cover

- Dental Insurance

- Health Cash Plan

- Discounted Benefits

- Private Medical Insurance

After successful completion of your probation period you will have access to some additional optional benefits such as technology and Rental Deposit Loans

Candidates will need to be able to pass vetting checks. Including DBS and Credit Checks.

Cordant People are an equal opportunities employer
CCNorthWest