Customer Service Senior Admin
Isle of Man
Permanent
Our client seeks a Customer Experience Senior Admin to join their team and process customer requests accurately and in a timely manner, ensuring excellent customer outcomes.
The successful candidate will manage challenging or emotional conversations calmly and professionally, resolve complaints and complex queries, and provide process and product expertise to colleagues and stakeholders. In addition, you will support team leadership, training, and continuous improvement activities to help to deliver a consistently high standard of service.
Key Responsibilities:
- Process customer requests and handle incoming calls in line with agreed standards, aiming for first time resolution.
- Communicate clearly and professionally, using an empathetic, respectful tone, and adapt your approach to identify and support vulnerable customers.
- Ensure all interactions meet Consumer Duty requirements, delivering good outcomes and avoiding foreseeable harm, whilst investigating and resolving complex queries with clear explanations and solutions.
- Proactive case management including calling of customer and advisers aiming to resolve questions first time.
- Communicate clearly and professionally with customers and advisers by telephone, email or letter.
- Use active listening and effective questioning to understand customer needs, circumstances and preferences.
- Probing as required on customer requests to investigate and resolve complex customer queries, providing clear explanations and solutions.
- Manage challenging or emotional conversations calmly and professionally.
- Identify, log investigate and resolve risk events in line with guidelines.
- Rotate into different teams as required based on business needs, such as changes in priorities or one-off tasks, helping to maintain service levels.
- Contribute to team training plans and support the delivery of training, coaching and mentoring on products, processes and systems.
- Agree clear objectives and maintain a personal development plan with your Team Leader.
Key Skills and Experience:
- A minimum of 5 A*-C GCSEs (including English and Maths).
- Attained an Award in financial Administration or keen to work towards a qualification.
- Excellent Customer Service experience.
- Excellent written and verbal communication skills.
- Ability to operate in a fast paced, dynamic environment and able to work under pressure.
- Good knowledge and experience of MS Office.
Your specialist: Paige Milestone
Quote job ref: 16760
Hi, I'm your specialist Paige and I can't wait to hear from you about this job. You can simply submit your CV or call me on 678144 with any questions.
