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Customer Service Advisor - Financial Services - moving to remote

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Capita

Oct 7

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

AI generated summary

  • You should have experience in a call center, clerical, healthcare, or face-to-face customer service, plus proficiency in multiple computer systems, ideally with financial services or collections.
  • You will assist customers with financial challenges, provide solutions, build rapport, improve service experiences, and support vulnerable clients with complex needs, all while enhancing your skills.

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

Do we support remote work?

Yes, we offer the opportunity to work from home after completing your qualifying period of usually around 4-6 months.

What is the starting salary for this position?

The starting salary for this position is £25,714.00, which can rise to £27,032.00 upon reaching the required competencies.

What are the working hours for this role?

The working hours are 40 hours per week, between 8am - 8pm, Monday to Friday, with a 6-week shift rota that includes working 2 out of 6 Saturdays from 9:30am - 5pm.

Is there a training period for new hires?

Yes, there is a training period of approximately 7 weeks, during which you will work from 8:30am to 5pm, Monday to Friday.

What benefits do employees receive?

Employees receive a competitive salary, access to exclusive discounts, 23 days' holiday (rising to 27), a company-matched pension, life assurance, and various voluntary benefits tailored to lifestyle needs.

Is previous customer service experience required for this role?

Yes, some previous experience in customer service is essential, preferably in a call centre, clerical, healthcare, or face-to-face customer service role.

What kind of customer interactions are involved in this position?

The role involves understanding customers' financial situations, providing options and solutions, building rapport, and assisting vulnerable customers with complex needs.

Are there opportunities for career progression within the company?

Yes, there are internal career progression platforms, such as INSPIRE, which help employees develop into various roles with clear development plans.

Will I need to complete any compliance training?

Yes, adherence to regulatory requirements is essential through ongoing training and compliance as part of the role.

How does the company support employees who may need adjustments during the recruitment process?

The company is committed to providing an inclusive, barrier-free recruitment process and working environment. Employees can contact reasonableadjustments@capita.com for additional support.

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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

Mission & Purpose

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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