AddressWhat we're looking for:
mydeposits is the only scheme authorised to operate throughout the UK and Channel Islands and we are looking for a Customer Service Advisor to join our Team to provide support for Scheme Members and answer enquiries.
We're looking for someone who is highly organised and has experience in working in a multi-channel contact centre environment, as you'll be working towards key performance indicators, Scheme Rules and other contact centre targets such as average handle time and after-call work.
You'll be passionate about delivering excellent Customer Service as you'll be responding to agent, landlord, tenant and interested party enquiries through calls, live chat, post and email.
You'll be entering in data whilst speaking with customers, so you'll need to have an attention to detail and the ability to communicate clearly and precisely. As you'll be closely working with your teammates, you'll be a natural at working in a team, cooperating with others and building effective working relationships.
Some of the things you'll get up to:
- Responding to all agent, landlord, tenant, and interested party enquiries including initial dispute notification and deposit releases via telephone (inbound and outbound), post, live chat, and e-mail within laid down key performance indicators and Scheme Rules, while maintaining call stat targets.
- Processing membership, deposit protection and un-protection applications via telephone, emails, live chat, and post using the in-house computer system
- Processing agent member renewals, member compliance and credit control where required
- Processing and investigating misapplied payments and invoicing issues
- Supporting the Membership Division (CMP/PRS Membership and mydeposits Business Development Teams) during busy periods, assisting with agent renewals, general processing, data entry and/or external calls (with training)
- Cross selling (discussing and offering) other Group brand products, spotting opportunities via telephone, emails, live chat or postal enquiries
We'd like you to have:
- An excellent level of English, mathematical and communication skills is essential
- Excellent Customer Service skills with an excellent telephone manner and the ability to communicate clearly and precisely
- Extensive knowledge of working in a multi-channel contact centre environment
- Excellent attention to detail ensuring that high standards of quality are consistently maintained
- Relevant and appropriate knowledge of the Scheme Rules (following training)
- Ability to work within a team environment and to cooperate with team embers there by building effective working relationships
- Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as required
- Drive and self-determination with the ability to find and implement solutions to problems
- Ability to plan and organise making effective use of time and resources
- Experience in the property sector especially the private rented sector, will be useful but not essential, as will a basic understanding of the insurance or financial services industry
Benefits:
- 23 days holiday + UK bank holidays
- Life assurance
- Private health care for you and dependents
- Employee Assistance Programme, including GP Line, cashback for treatments, advice line
- Season ticket loan
- Rental deposit loan
- Annual leave purchase scheme
- As part of the HFIS Group, access to discounted personal insurance is available
At Hamilton Fraser we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As an employee, you will also benefit from a wide variety of high-quality in-house and external training.
We have a relaxed and friendly environment, and our dress code reflects this.
Job Types: Full-time, Permanent
Salary: Up to £26,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Private medical insurance
- Referral programme
- Sick pay
Work Location: Hybrid remote in Borehamwood, WD6 1JH
