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For Companies At a Glance
- Tasks: Handle customer enquiries and provide excellent service through inbound calls.
- Company: Join a leading financial services team focused on customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Dynamic role with a focus on compliance and customer care.
- Why this job: Be the voice that helps customers navigate their motor finance journey.
- Qualifications: Experience in financial services and strong communication skills required.
The predicted salary is between 25000 - 32000 £ per year.
This role will form part of our General Enquiries team within the Motor Finance remediation programme. This team is the key point of contact for customers throughout the review process, and this role will serve as the initial liaison point of contact for customers affected by motor finance remediation. You will interact with customers via receiving inbound calls. An important aspect of this role will be accurately capturing customer details and responding accordingly. You will also be required to support some payment administration processes and perform tasks in line with Service Level Agreements (SLAs).
Responsibilities
- Conduct inbound 'first contact' calls, maintaining call control and handling objections.
- Accurately capture customer details and conduct data entry and processing.
- Handle all calls and tasks in line with agreed Service Level Agreements (SLAs).
- Maintain personal compliance with operational and regulatory risk by performing required validation or security checks for calls where necessary.
- Identify vulnerable customers and, when required, raise escalation in accordance with policy.
- Manage Information Security risks effectively in line with client and KPMG guidelines.
- Ensure all legislative and regulatory requirements are met through compliance with the complaints handling policy, training, competency scheme, phone call handling and business standards.
- Be a self-starter and ensure project-level changes communicated are understood and actioned as requested.
- Embed quality within all work completed.
- Understand the end-to-end process and develop strong knowledge of admin and telephony processes; bring inbound call experience, build relationships and deliver excellent customer service.
- Demonstrate working knowledge of MS Office (Excel, Word and Outlook).
- Show good administrative ability and accuracy in capturing customer information.
- Communicate articulately in both written and verbal form and take high-quality notes summarising customer calls.
- Build rapport with customers.
Qualifications
- Experience of working in a financial services environment.
- Proven experience working with multiple systems.
- Previous experience working within set business timelines and meeting Key Performance Indicators (KPIs).
Customer Enquiries Handler employer: KPMG International Cooperative
Contact Detail:
KPMG International Cooperative Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Enquiries Handler
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your call handling skills! Since this role involves inbound calls, try role-playing with a friend or family member. Focus on maintaining control of the conversation and responding to objections smoothly.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've built rapport with customers in the past. Highlight your ability to handle sensitive situations, especially when dealing with vulnerable customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Enquiries Handler
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Enquiries Handler role. Highlight your experience in financial services and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your communication abilities. Use clear and concise language in your application, and don’t forget to mention any experience you have with handling customer queries or complaints.
Highlight Your Attention to Detail: Accurate data entry and capturing customer details are key parts of this role. Make sure to showcase any previous roles where you've had to pay close attention to detail, as this will show us you're the right fit for maintaining compliance and quality.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and you'll be one step closer to joining our awesome team at StudySmarter!
How to prepare for a job interview at KPMG International Cooperative
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Customer Enquiries Handler role. Familiarise yourself with the responsibilities mentioned in the job description, especially around handling inbound calls and capturing customer details accurately. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a role that involves customer interaction. Make sure to listen carefully to the interviewer’s questions and respond thoughtfully. You can even paraphrase their questions to show you’re engaged and understand what they’re asking.
✨Showcase Your Compliance Knowledge
Since this role requires adherence to operational and regulatory standards, be prepared to discuss your understanding of compliance in a financial services environment. Share any relevant experiences where you’ve had to follow strict guidelines or handle sensitive information, as this will highlight your suitability for the role.
✨Demonstrate Your Customer Service Skills
Be ready to provide examples of how you've built rapport with customers in previous roles. Think of specific situations where you handled objections or resolved issues effectively. This will not only showcase your customer service skills but also align with the expectations of maintaining high-quality interactions in this position.