Contact Centre Specialist

Job Description

Contact Centre Specialist

FSCS

Salary: £31,500 per annum,

Location: Aldgate, London. This role will be based full time in the office.

Hours: Monday to Friday 9am - 5pm

Role:

A great opportunity to join the FSCS operating within a critical function at the sharp end of our business. You’ll receive excellent on-boarding and training, and you’ll learn and develop quickly.

You will be an advocate for the FSCS brand & the first point of contact for our customers supporting them via a multi-channel inbound contact centre. You will be at the forefront of our customer proposition servicing our customers & helping to provide a trusted compensation service for when financial firms fail, & through this helping to raise public confidence in the financial services industry.

Essential Criteria:

• We’re looking for naturally helpful and friendly people. You must enjoy speaking with customers and helping them with questions / queries about their financial products and services.
• The ideal candidate would already have exposure working within the financial services industry either working within Banking, Complaints handling, pensions or similar investment-related markets
• Be able to use and have experience using an array of different tools and channels to communicate to customers such as voice, webchat, , email and be able to respond in a professional tone of voice, all contributing to delivering excellent customer experiences
• You will be customer-focused and possess excellent etiquette while speaking to customers being able to build rapport quickly
• Passionate and be able to possess great enthusiasm in dealing with customer queries and always willing to go beyond to solve problems
• You will be extremely diligent possessing excellent attention to detail and being able to portray this both in written and verbal environments
• Be able to take ownership of queries and have a passion for resolving these
• You will possess previous experience with vulnerable customers

Desirable Criteria:

• Be able to build relationships across stakeholders and teams
• Great organisation and ability to manage shifting priorities through ambiguity and change
• Possessing a high EQ and being empathetic and able to understand the customers' situation
• Advantageous to possess a financial services qualification
• Team player
• RO1 is advantageous however training will be provided for this

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application. If there are additional options you’d like to request, please contact shane.streeter@fscs.org.uk

Benefits:

• We also offer 26 days of annual leave
• 9%+ pension contributions
• Private medical and dental insurance
• 6 months paid maternity/paternity/shared parental leave
• Discounted Gym membership