Customer operations (Service Delivery Placement)

Customer Operations (Service Delivery Placement)

Job Purpose

Mobilize FS is placing great focus on customer satisfaction and service delivery. In turn, all customer contact channels and our performance with meeting customer expectations is of paramount importance. As a Customer Service intern, you will be heavily involved in projects being led to improve and implement new infrastructure and processes for delivering this service.

In addition, you will be responsible for supporting the Service Delivery team with Development, Training & Quality, system maintenance and continuous improvement, systems and processes.

Description

• Carry out all required reporting available to drive performance on a daily, weekly, monthly and annual basis.
• Continuous maintenance and improvement of CS Handbook site and data contained within it.
• Scheduling of department training considering time, resource and availability constraints of a large team.
• Working with the team leaders, consider the volume of contact through calls, email, survey escalation and new contact channels to review the forecasted staffing position to optimise performance.
• Act as a key co-ordinator for the continued implementation and support of platform delivery and increased channels.
• Create and maintain project plans – following up actions.
• Involvement in Customer Service operational meetings, assessing and working actions agreed on.
• Involvement in Product meetings, assessing and working actions agreed on.
• Minute taking in management meetings when required.

Knowledge and Skills

• Strong written & oral communication
• Proficient in MS Word, Excel & Power Point
• Flexible & Innovative approach to decision making and problem solving
• Effective prioritisation, organization and time management skills
• Customer Focused – always consider the ‘Customer Experience’
• Pro-active and resilient attitude
• Strong Interpersonal skills with the ability to work effectively with individuals at all levels and present to a variety of audiences including senior leaders

About Mobilize Financial Services

We are the financial partner of Renault group brands and we also operate for Nissan and non-Allianz brands. We aim to strengthen their profitable growth and reinforce customer satisfaction. We are a unique commercial brand to meet all customers car-related and mobility needs.

Established in 2015, RCI Bank is a UK digital savings bank committed to helping UK savers prepare for a better tomorrow through their simple savings products, award-winning human approach to customer service, and competitive rates. RCI Bank offers a range of award-winning accounts, varying from their Freedom Savings account, 1- 5-year fixed term accounts, a 95-day notice account and the RCI Bank E-Volve Savings 14-day notice account.

Mobilize Financial Services - UK is recognised as one of the UK’s Best Workplaces 2019 – 2024 in various categories including: Best workplaces, Best workplaces for development, Best workplaces for wellbeing, Best workplaces for Women.

At Mobilize Financial Services we are passionate about driving our Zero Carbon ambition forward to achieve our commitments under the SME Climate Hub, supporting our own and our customers transition to net zero.

How We Support Your Development:

At Mobilize Financial Services we believe in the power of continuous learning and personal growth. As we strive to cultivate a dynamic and innovative work environment, we recognise that investing in the development of our employees is paramount and everyone should have the opportunity and tools to thrive and reach their full potential. As a part of our team, you'll benefit from a variety of ongoing learning opportunities, including workshops, seminars, and online courses.

Mobilize Financial Services is an equal opportunity employer and is committed to providing a workplace that is inclusive and accessible to all. Should you require any reasonable adjustments to participate in the recruitment process or as part of your role, please let us know.

How to Apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.