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Customer Service Advisor - Financial Services - moving to remote

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Capita

Oct 31

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance
  • Liverpool
  • Quick Apply

AI generated summary

  • You must have customer service experience in call centers, clerical, healthcare, or face-to-face roles, alongside using multiple computer systems. Experience in collections or financial services is a plus.
  • You will support customers' financial health, build rapport, address complex needs, enhance skills through learning, and share ideas to improve the customer service experience.

Requirements

  • Comfortable speaking with customers over the phone and asking questions on to gain a full understanding of our customers circumstances
  • Making decisions considering the risk to the client and impact to the customer using guidance or advice where required
  • Navigating around our systems and ensuring all details entered are accurate – previous experience of using multiple CPU systems is essential
  • Ensuring all regulatory requirements are adhered to through training and compliance
  • This role would suit individuals who have experience of dealing with customers who have complex needs, who may have worked previously in a call centre environment, have first class communication skills and are able to complete work to a high standard. This is not an entry level role and some previous experience is essential – detailed below.
  • Do you have tick any of the boxes of the below? If so, we want to hear from you!
  • Essential experience – we require a minimum of one of the below.
  • experience in a call centre customer service role…
  • experience in a clerical environment…
  • experience in a health care environment dealing with vulnerable clients…
  • experience in a face to face customer service role…
  • In addition we also need experience of using multiple computer systems
  • Desirable experience…
  • Experience of working in a collections environment
  • Experience of working in Financial Services

Responsibilities

  • Understanding the customers financial situation, providing options and solutions to help our customers get back to financial health. Always ensuring fair outcomes, including for our vulnerable customers
  • Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service
  • Embracing learning, coaching and development to continuously improve your skills and capability
  • Sharing ideas to improve the customer service experience
  • Making a real difference to people’s lives
  • Dealing with some of our more vulnerable customers and their complex needs

FAQs

What is the starting salary for the Customer Service Advisor position?

The starting salary for the Customer Service Advisor position is £25,714.00, which can rise to £27,032.00 upon meeting the required competencies.

What are the working hours for this role?

You will work 40 hours per week between 8 am - 8 pm, Monday - Friday, on a 6-week shift rota, including 2 out of 6 Saturdays from 9:30 am - 5 pm.

Is there a training period before I can work from home?

Yes, there is usually a training/grad period of about 4-6 months before you can transition to remote work.

What type of support and benefits do you offer employees?

Employees have access to a range of benefits, including a salary progression scheme, internal career development opportunities, exclusive discounts, 23 days of holiday (rising to 27), a company-matched pension, and various voluntary benefits.

What experience is required for the Customer Service Advisor position?

A minimum of one of the following experiences is required: experience in a call center customer service role, experience in a clerical or healthcare environment dealing with vulnerable clients, or experience in a face-to-face customer service role. Additionally, experience with multiple computer systems is necessary.

Are there opportunities for career progression?

Yes, there is an internal career progression platform called INSPIRE, which helps employees develop into various roles with a clear development plan.

Where is the job located?

The position is based in Liverpool, United Kingdom.

What kind of customer interactions can I expect in this role?

You will be helping customers understand their financial situation by providing options and solutions, building rapport, and having meaningful conversations to deliver excellent customer service, especially to vulnerable customers.

Will Capita provide equipment for remote work?

Yes, Capita will provide full equipment necessary for remote work once you complete your qualifying period.

What should I do if I need adjustments during the application process?

If you require adjustments for the application process, please email reasonableadjustments@capita.com or call 07784 237318 for assistance.

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Capita

We’re a transformation & digital services business obsessed with creating a better world.

Consulting
Industry
10,001+
Employees
1984
Founded Year

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Capita is a leading outsourcing and professional services company based in the UK. They provide a wide range of services to both public and private sector clients, including customer service, business process outsourcing, technology solutions, and consulting services. Capita's ultimate mission is to transform and improve the services and operations of their clients, helping them become more efficient, agile, and customer-centric. Their purpose lies in delivering innovative solutions and expertise that drive business growth, improve service delivery, and enhance the overall experience for their clients and their customers. By leveraging their capabilities in technology, data analytics, and process optimisation, Capita aims to be a trusted partner that enables organisations to thrive and succeed in a rapidly evolving business landscape.

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