Retail Customer Services Advisor

Retail Customer Services Advisor

Manpower has the opportunity for someone to join the team of one of our automotive clients based in Milton Keynes within their customer service department.

You will be providing customers with a high quality Customer Experience through: assistance, support, and account servicing throughout the lifecycle of their financial services agreement.

Where you'll be required to deal with an extensive variety of enquiries, systems and processes through various channels (e.g. Telephony, White mail and E-mail).

RESPONSIBILITIES

• Take full ownership and use initiative to resolve customer queries within first contact resolution and deliver a personal service.
• Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint.
• Where a query cannot be resolved at first instance this is required to be correctly noted in the relevant complaints and escalated as appropriate.
• Actively participate in a culture that adheres to the 6 Treating Customer Fairly (TCF) outcomes as defined by the FCA.
• Work to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of Customer service provision and Customer experience.
• Understand and adhere to all regulatory and both internal and external compliance based requirements. Including but not limited to Identification and Verification (ID&V) process, card payments and financial crime.
• Add value on every call and ensure that Customers receive the right level of appropriate information to make informed decisions about their channel of choice.

SKILLS AND EXPERIENCE

• Strong Customer Experience focus essential with a determination to resolve Customer queries first time.
• Full PC literacy essential
• Good written and verbal communication skills
• Ability to work in a team environment whilst maintaining individual ownership.

Temporary contract 5th Feb - 9th May
Pay rate £11.81 per hour
Monday - Friday in office
9am - 5pm

If you would be interested in this role please don't hesitate to apply and get in contact!