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Customer Service Advisor - Financial Services - moving to remote

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Capita

Oct 26, 2024

  • Job
    Full-time
    Junior 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, along with proficiency in multiple computer systems, ideally in collections or financial services.
  • You will assess customers' financial situations, provide solutions, build rapport, support vulnerable clients, embrace learning, and suggest ideas to enhance 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 is £25,714.00, with potential to rise to £27,032.00 once required competencies are met.

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 which includes 2 out of 6 Saturdays from 9:30am - 5pm.

Is there a training period?

Yes, during the training/grad period, you will work Monday - Friday from 8:30am - 5:30pm.

Can I work from home?

Yes, there is an option to work from home after completing your qualifying period, which is usually around 4-6 months.

What benefits are available to employees?

Employees can access a range of benefits including a pay progression scheme, free parking, exclusive discounts, 23 days of holiday (rising to 27), and a company-matched pension scheme, among others.

What kind of customers will I be assisting in this role?

You will assist customers from various backgrounds, including those with complex financial needs and vulnerable customers.

What previous experience is required for this position?

Candidates must have at least one of the following: experience in a call centre customer service role, clerical environment, health care environment dealing with vulnerable clients, or a face-to-face customer service role, as well as experience with multiple computer systems.

Are there opportunities for career progression?

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

How do I apply for this position?

You can apply by clicking on the "apply now" button to fill out a short application form.

What is the location of this position?

The position is based in Warrington, United Kingdom.

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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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