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Customer Service Advisor - Financial Services - work from home potential!

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Capita

5d ago

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

AI generated summary

  • You need call center/customer service experience, strong communication skills, experience with multiple computer systems, and preferably financial services or collections background.
  • You will assist customers in financial distress, provide tailored solutions, empathize, and improve service quality while managing complex needs and continuously enhancing your skills.

Requirements

  • Comfortable speaking with customers over the phone and asking questions on to gain a full understanding of our customers circumstances
  • Have an excellent standard of both spoken and written English as you will be helping customers with complex financial needs
  • 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 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.
  • Strong experience in a call centre customer service role…OR
  • Proven experience in a clerical environment…OR
  • Robust experience in a health care environment dealing with vulnerable clients…
  • In addition we also need experience of using multiple computer systems. Although full system training will be provided, you need to be competent using a mouse and keyboard
  • 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 once you hit the required competencies.

What are the working hours for this role?

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

Is there an opportunity for remote work?

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

What kind of support does the company offer for career progression?

The company offers an internal career progression platform called INSPIRE, which helps colleagues develop into various roles with a clear development plan from the outset.

What benefits do employees receive?

Employees receive several benefits, including access to exclusive discounts, a company-matched pension, life assurance, 23 days of holiday (rising to 27), and various voluntary benefits tailored to suit different lifestyles.

Are there any specific experience requirements for this role?

Yes, we require a minimum of one of the following: strong experience in a call center customer service role, proven experience in a clerical environment, or robust experience in a healthcare environment dealing with vulnerable clients.

What skills are necessary for candidates applying for this job?

Candidates need to be comfortable speaking with customers over the phone, possess excellent spoken and written English, be able to make decisions considering client risk, and be competent in navigating multiple computer systems.

Will training be provided for this role?

Yes, full training will be provided to ensure you are equipped to handle the responsibilities of the position.

What should I expect during the interview process?

After applying, your application will be reviewed, and if selected, you will attend a video interview followed by a potential second on-site interview in Preston if you advance to the next stage.

Is this role suitable for entry-level candidates?

No, this role is not entry-level, and some previous experience in customer service or related fields is essential.

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.

Culture & Values

  • Open

    We are honest, transparent and respectful

  • Ingenious

    We think about what’s possible

  • Collaborative

    We achieve more when we work together

  • Effective

    We care about doing the best job we can