At a Glance
- Tasks: Engage customers with genuine conversations and provide solutions for their financial needs.
- Company: Join a supportive and collaborative team at FNZ in Basingstoke.
- Benefits: Flexible working hours, ongoing training, and opportunities for career progression.
- Other info: Full-time and part-time roles available with a focus on personal growth.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Passion for customer service and proficiency in technology required.
The predicted salary is between 24000 - 28000 £ per year.
We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Basingstoke contact centre. You’ll be the key point of contact for customers when they call in, providing them with information about their financial products and helping them become self‑sufficient with our online platform. You’ll give a positive customer experience in each and every call, welcoming them in a professional manner.
Opening hours are 8am – 9pm Monday – Friday and 8am – 6pm Saturday. Both full‑time and part‑time roles are available. We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals.
Team Responsibilities
At FNZ we live and breathe exceptional customer service and the team works collaboratively to ensure we deliver the experience our customers deserve. As a customer service advisor, you will be an integral part of this team and its delivery. The team will handle all inbound call interactions and manage live web chat conversations. We develop our customer service advisers so they can progress within the team and wider business, giving you ongoing training and support, including an induction.
Specific Role Responsibilities
- Engage customers in genuine, enjoyable conversations to understand their needs
- Manage calls in line with our agreed service levels
- Handle live web chat conversations
- Provide the right solutions for customers
- Consistently achieve agreed quality auditing standards
- Attend training sessions to continuously improve knowledge and performance
- Suggest areas for improvement that could enhance customer experience and/or produce cost savings to the company
Performance Assessment
- MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one‑to‑one meetings with the team manager
- MI to demonstrate achievement of agreed quality auditing level and maintain process accreditation
- Mandatory training completed and passed by the required date
- MI breaches to demonstrate that process and financial transaction breaches do not exceed agreed levels
Experience Required
- Relevant financial services experience or a call‑handling role
- Passion for customer service
- Strong attention to detail
- Proficiency in the use of technology: telephony and computer systems
- Ability to multitask
- Ability to support and suggest improvements
Customer Service Representative employer: FNZ
At FNZ, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work environment in our Basingstoke contact centre. Our flexible working arrangements cater to both full-time and part-time roles, empowering employees to balance their personal and professional lives while pursuing growth opportunities through ongoing training and development. Join us to be part of a team that values your contributions and is dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on FNZ and their customer service values. This will help you tailor your responses and show that you're genuinely interested in being part of their brilliant team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling calls and web chats, and you'll be able to showcase your problem-solving skills during the interview.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you provided exceptional customer service or improved processes. This will demonstrate your passion for customer service and your ability to contribute to the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our supportive environment. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight any relevant customer service or financial services experience you have, as this will show us you're a great fit for the role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer service. Share specific examples of how you've gone above and beyond for customers in the past, and let your personality shine through!
Show Off Your Tech Skills:Since we value proficiency in technology, mention any experience you have with telephony systems or online platforms. If you've handled live web chats before, definitely include that too!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at FNZ
✨Know Your Stuff
Before the interview, make sure you brush up on the financial products and services relevant to the role. Understanding the basics will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Makes Perfect
Rehearse common customer service scenarios and how you would handle them. Think about how you can engage customers in enjoyable conversations and provide solutions. This will help you articulate your thought process during the interview.
✨Show Your Passion
Let your enthusiasm for customer service shine through. Share examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to providing a positive customer experience.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of the interview. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows that you're serious about the position and eager to contribute.
