Life & Pensions Customer Service Administrator-

Job Ref: KP 5779
Sector: Admin & Secretarial
Date Added: 31 January 2018
  • Edinburgh, City of Edinburgh, Scotland, Scotland
  • £10.07 per Hour
  • Jillian Curran
  • 0131 220 4121

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We're now recruiting for a number of Customer Care Advisors to join our team at a high-profile and well-known Banking Group in Edinburgh.

This role will require you to provide an excellent customer experience for incoming and outbound contacts. Through dealing with a range of external and internal customer enquiries you will be providing customer satisfaction by understanding what matters to the customer.

We are looking for people who are proactive, self-motivated, keen to learn, show great attention to detail and who want to work in an environment where the focus is on making the right business decisions for the customer.
This is a blended role which will include telephony, digital and processing.

Working as part of a team, you will be responsible for delivering excellent customer service through working flexibly and taking ownership. First and foremost you'll be helping our customers across the retained organisation by answering a range of telephone enquiries. You'll be providing information on our products, acting promptly on our customers' instructions and ensuring that records are fully up to date and accurate.

We'll provide great training and help you develop an in-depth knowledge of our products and processes. Alongside your proven communication and customer service skills this will help to ensure you deliver the high standards of service our customers expect.

Because our training is so comprehensive, you don't need a background in finance or banking. You do however need experience of helping customers and answering queries. We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership and providing first touch resolution whenever possible.

This is a Full-Time Telephone Position with a Rotational Shift Pattern of 8am-6pm Mon-Fri, and possibly a rotational Saturday Morning Shift.

£10.07/Hour weekly pay


Key Responsibilities:
  • Manage inbound and outbound customer queries relating to Life and Pension products, keeping it simple for our customers, making it easier to do business with us.
  • Complete telephony, digital and admin based tasks to service customer queries.
  • Take ownership of customer problems solving them at first point of contact and escalate when required.
  • Build long lasting professional relationships with our customer that will exceed their expectations.
  • Deal with customer data ethically and in accordance with the FSA requirements.
  • Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues.
  • Value the teams' skills and learn from everyone's mistakes.
  • Contribute to the continuous improvement of the business by identifying and taking ownership of opportunities for improvement to the processes you use, the services we provide and the value we can build into our business.
  • Demonstrate consistently the groups Values and Actions


Key Skills:

• Good communication - oral and written

• Embrace 'in the moment' coaching to develop your skills and knowledge

• Take ownership of all customer requests

• Maintain operational accuracy

• Continuous improvement mind set which will be evidenced in the improvement of customer centric measures

• Ability to make good decisions for customers using sound judgement - understanding customer, colleague and business impact

• Understanding and interpreting data at a basic level

• Developing over time, a deeper level of expertise in all areas of our end to end Corporate Pensions journey

• Flexible, adaptable to change and willing to embrace new ideas

• Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines