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Customer Service Advisor - Financial Services - moving to remote

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Capita

16d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Banking & Finance
  • Chester
    Remote
  • Quick Apply

AI generated summary

  • You should have experience in call centers, clerical, healthcare, or face-to-face customer service, along with proficiency in multiple computer systems and ideally some financial services background.
  • You will assess customers' financial situations, provide solutions, build rapport, support vulnerable clients, share improvement ideas, and embrace ongoing learning for excellent service.

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 8am - 8pm, Monday - Friday, on a 6-week shift rota that includes 2 out of 6 Saturdays between 9:30am - 5pm.

Is there a training period for this position?

Yes, there is a training period of approximately 7 weeks during which you will work from 8:30am to 5:00pm, Monday to Friday.

Will I be required to work weekends?

You may be required to work on 2 Saturdays within a 6-week shift rota, but there are currently no Sunday shifts.

Can I work from home?

Yes, after completing your qualifying period of usually around 4-6 months, you have the option to work from home, with all necessary equipment provided.

What benefits are available to employees?

Employees are offered various benefits including a salary progression scheme, holiday entitlement, pension schemes, life assurance, and access to exclusive discounts and voluntary benefits.

Is previous experience necessary for this role?

Yes, previous experience is essential, especially if you have worked in a call center, clerical, healthcare, or face-to-face customer service environment dealing with vulnerable clients.

Do I need to commute to the office?

While you may work remotely after the qualifying period, if you need to commute to the office, there are free parking and shuttle bus services available between the Preston Brook office and Runcorn & Warrington station.

What is the opportunity for career progression?

There is a clear internal career progression platform called INSPIRE, which supports employees in developing skills and advancing within the company.

Are there policies in place for diversity and inclusion?

Yes, Capita is committed to being an equal opportunity and Disability Confident employer, providing an inclusive and barrier-free recruitment process and working environment for everyone.

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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