Contact Center Service Supporter

This is an exciting opportunity to join our client’s Life and Pensions Centre of Excellence in Edinburgh. Our client is looking for a highly motivated Customer Service Representative to join their fantastic team within Business Transformation Services (BTS) to support the transformation and future growth of the business within the Customer Service function. This is a telephony role in a fast-paced Contact Centre where you will be the first point of contact for all inbound calls. You will act as a liaison, provide product/service information, answer questions and resolve any emerging problems that our customers may face. You will provide a first-class service to all customers, so they receive the right information every time.

You will receive plenty of support when you become part of the team, including classroom-based training for a period of 6 weeks as well as the opportunity to listen to and take calls with support prior to taking real calls. Your call types will vary from updating contact details and giving policy values to more complex technical queries about legislative change.

Responsibilities:

• Taking responsibility for end-to-end process of tasks undertaken, ensuring own knowledge of all products and regulatory environment is understood and complied with.
• Answering incoming telephone enquiries across the full product range, responding to them and fully documenting how they are resolved, ensuring that all communications are handled accurately, adopting the most appropriate method of communication.
• Retaining relationships with advisors and other business areas.
• Actively contributing towards the continuous improvement and development of the team, through reviewing procedures to meet expectations of service and conduct and improve own self-development.

Skills we can’t do without:

• Customer Service Experience: You will need to have worked in a customer service role before and financial services experience would be a bonus, but if this is your first role or a career change do not worry as we provide all the training and support you will need.
• Client (Customer) Focus: Committed to building excellent, long-term relationships with customers, based on a full understanding of their needs and a dedication to meeting their expectations.
• Delivery Focus: Dedicated to delivering what is promised, ensuring that results are on time, on budget and to agreed SLAs/quality standards.
• Team Working: Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding, and seeking opportunities for cross-functional working and collaboration.
• Communication: Verbal and written; communicating clearly, concisely and with passion to persuade and influence, while also seeking feedback, listening, and demonstrating understanding of others’ viewpoints. Excellent and professional telephone manner.
• Computer Skills: IT proficient and ability to adapt to new systems and processes.
• Creativity: Identifying effective solutions for clients through selecting the best combination of existing practices and innovative approaches or ideas.
• Organization: Able to prioritise and manage workload effectively.

Qualifications and Desirable Experience:

• Energy, Enthusiasm and a willingness to be the best version of you.
• Working Knowledge of Microsoft Office, including Word, Excel and Outlook.

Working hours:

Full time, office-based role working Monday to Friday, 7.5 hour day between 08:30 – 17:45 with a 30 minute lunch break on rotating shifts. You will be contracted to 37.5 hours per week and are not required to work weekends. Part time hours available upon request.

Benefits:

• Pension Scheme - contributions matched up to 10%.
• Private medical cover.
• Income Protection.
• Life Assurance.
• 25 days paid leave + National Holidays.
• Flex benefits program.

Diversity, Equity & Inclusion:

Here at Atos, diversity and inclusion are embedded in our DNA. We are committed to a fair work environment for all. As a Disability Confident employer, we encourage applications from all applicants, especially differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs. We are also a care leaver-friendly employer. If you require additional support with your application, please contact our recruiter or send an email to our dedicated mailbox.