Customer Service Representative - Bolton

About the role

FNZ is looking for dedicated customer service advisors to join its Bolton contact centre. You will be the main point of contact for callers, giving them information about financial products and helping them become self-sufficient with the online platform. The role reports to the Contact Centre Team Manager.

Key responsibilities

• Engage customers in genuine, enjoyable conversations to understand their needs
• Manage calls in line with agreed service levels
• Manage live web chat conversations
• Provide the right solutions for customers
• Achieve agreed quality auditing targets consistently
• Attend training sessions and complete mandatory training by the required date
• Suggest improvements that could enhance the customer experience and save costs
• Demonstrate agreed productivity levels, reviewed in monthly one-to-one meetings with the team manager
• Maintain process accreditation and keep process and financial transaction breaches within agreed limits

Required profile

• Passion for customer service and strong attention to detail
• Previous experience in a customer service or contact centre is advantageous; experience in financial services is desirable but not essential
• Ability to multitask and to support and suggest improvements

Required skills

• Proficiency with telephony and computer systems
• Ability to manage calls and web chats to agreed service levels

The advert states competitive pay and excellent benefits, and offers ongoing training and support including an induction.