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- Tasks: Be the first point of contact for customers, handling queries and providing assistance.
- Company: Join a well-known financial services company with a strong reputation.
- Benefits: Enjoy £24,100pa, hybrid working, 25 days leave, and excellent employer benefits.
- Why this job: Make a real impact by helping customers while enjoying a supportive work culture.
- Qualifications: No specific experience required; just bring your communication skills and a positive attitude.
- Other info: Work in a modern office just 2 minutes from Coventry train station.
The predicted salary is between 24100 - 24100 £ per year.
Contract type: Permanent
Pay rate: £24,100pa + excellent benefits*
Hours: Monday-Friday, full time and part time roles available, hours available between 8.30am – 5.30pm (maximum shift of 8 hours per day)
Location: Coventry (hybrid working, only 2 days per week in office)
*Benefits:
- An £800 cash allowance which can be used to increase the cover on core benefits or be added directly to your salary.
- Employer provided benefits such as private medical insurance, virtual GP, critical illness cover and life assurance cover, to name a few.
- 25 days annual leave + all bank holidays.
- The office is a 2 minute walk from Coventry train station.
- Non-contributory pension (up to 12% of your salary)
Our client, well known within financial services, are seeking call handlers to work within their Customer Call Hub. You’ll be the first point of contact for customers calling the organisation, taking calls that come through the helpline.
By listening carefully to consumers and asking the right questions, you’ll be establishing facts and following the processes and procedures that are in place to provide the right level of assistance.
Calls could include queries/questions, customers asking for an update on their case, or new customers reaching out to us and sharing the details of their situation.
You will be accountable for…
- Handling first contact responses – you’ll register new queries and update records on a range of IT systems
- Being trustworthy – you’ll deal with sensitive customer information, so confidentiality is very important
- Putting our customers first – communicating in a clear, straightforward, and thoughtful way – tailoring your verbal and written communications to the person you’re communicating with
- Forwarding on correspondence to the correct department and answering queries, when necessary
- Delivering a fair and efficient service, that reflects the diversity of our customers and our people
Contact Center Agent employer: Financial Ombudsman Service
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Agent
✨Tip Number 1
Familiarize yourself with the financial services industry. Understanding the common queries and concerns customers have can help you respond more effectively during the interview.
✨Tip Number 2
Practice active listening skills. Since you'll be the first point of contact, demonstrating your ability to listen carefully and ask relevant questions will show that you can provide excellent customer service.
✨Tip Number 3
Be prepared to discuss how you handle sensitive information. Given the importance of confidentiality in this role, having examples ready will highlight your trustworthiness.
✨Tip Number 4
Showcase your communication skills. Tailor your responses to reflect clarity and thoughtfulness, as this is crucial for delivering a fair and efficient service to diverse customers.
We think you need these skills to ace Contact Center Agent
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Contact Center Agent position. Understand the key responsibilities and required skills, such as handling customer queries and maintaining confidentiality.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service or call handling. Emphasize your communication skills and any experience with IT systems, as these are crucial for the role.
Craft a Strong Cover Letter: Write a cover letter that reflects your understanding of the company and the role. Mention your ability to handle sensitive information and your commitment to providing excellent customer service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application shows attention to detail and professionalism.
How to prepare for a job interview at Financial Ombudsman Service
✨Understand the Role
Make sure you have a clear understanding of what a Contact Center Agent does. Familiarize yourself with the responsibilities, such as handling first contact responses and maintaining confidentiality. This will help you answer questions confidently.
✨Showcase Your Communication Skills
Since the role involves clear and thoughtful communication, be prepared to demonstrate your verbal and written communication skills during the interview. Practice explaining complex ideas simply and clearly.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle customer queries or sensitive information. Think of examples from your past experiences where you successfully resolved issues or maintained confidentiality.
✨Research the Company
Learn about the company’s values and culture, especially their commitment to diversity and customer service. This knowledge will help you align your answers with what they are looking for in a candidate.
