The opportunity:

We are seeking a candidate to join our busy Retail Customer Services team; responsibilities include, handling administration of retail policies, customer calls, payment processing, and generally helping our customers with their every need!

Ideally you will possess excellent collaboration skills and a customer-focused mindset.

What will you be doing?

• Provide support to the Customer Service Manager with forecasting and producing daily and weekly service reporting including allocating work to the team
• Provide ongoing support to the wider Customer Services Team, sharing knowledge, and assisting where possible
• Maintain thorough and current working knowledge of procedures, methods and regulatory requirements to support the team
• Identify and take forward continuous improvement opportunities to enhance the customer experience
• Handle and resolves a wide range of queries, to provide information, advice and guidance to customers that satisfies their needs.
• Process documentation as required to meet business needs and update records which includes new business, policy servicing, general and accounting.
• Find acceptable solutions and drive changes to processes and procedures when needed.
• Undertake special exercises and project work to provide reports, analyses and recommendations to support business initiatives that improve efficiency, reduce costs and improve the quality of information held.
• Personal resolution (proactively and responsively) of more complex or sensitive queries, ensuring all correspondence is constructed and delivered to the appropriate quality standard.
• Act as a focal point for new or existing systems / product developments and ensures that they have more in-depth knowledge to assist the team/s and contribute to a variety of projects and assist with more complex queries.
• Act as the Subject Matter Expert knowledge on topics relevant to customers and is the Go-to person in the team for process and call escalations.

What are we looking for?

• A highly effective communicator with the ability to influence different audiences using suitable channels for achieving clear outcomes
• Shows initiative to effectively collaborate across the organisation, and externally, to meet high standards - including seamless customer service and high satisfaction goals
• Demonstrates empathy: being able to put yourself in other peoples’ shoes and to show care and concern for others around you
• Driven to achieve success and can motivate others
• Naturally curious and inquisitive
• A team player who can confidently interact with others but who is also able to work independently
• Open mindedness and willingness to explore new perspectives
• Can actively listen giving the ability to hear and interpret messages correctly while showing the customer that you are paying attention
• A problem solver, who is open to innovation and will challenge the status quo to get the best result
• Strong decision maker through effective assessment of situations and delivery of the best possible outcome for the customer
• Strong time management and organisational skills and ability to prioritise workloads
• Good working knowledge of Microsoft Word and Excel