Customer Service Representative, CM

ZipRecruiter; Leeds; On-site; GBP 25,000 - 35,000

Job description

Job Description

Overview: The 12 month fixed term Customer Service Representative role is a varied and challenging customer facing role set within a fast-paced Customer Service environment. You will respond to customer queries from shareholders and employees (or their appointed representative), so you will need to demonstrate excellent customer focus and a desire to find the right outcomes for the customer in a professional and positive manner. This role is full time (37 ½ hours per week), fixed term for 12 months and is based in our stunning City Centre office in Leeds which is just a few minutes’ walk from the train station and is close to several bus routes, including the Park and Ride route. This is an exciting role with NO weekend, bank holiday or evening working.

You’ll be part of a supportive team, focussed on your development, training and well-being. During your probation, you will be working in the office each day, with the possibility to move to hybrid working once your probation is successfully completed. Our assessment process includes time with us onsite on either Monday 7th April or Tuesday 8th April. If you are successful in the assessment process, and we offer you a role, you will join us on Wednesday 7th May 2025. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries.

Benefits:

1. 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
2. Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme
3. Weekly huddles, monthly 1 to 1’s and reviews
4. Appreciate programme: Employee recognition programme, monthly awards, departmental thank you emails and Townhall meetings for recognition
5. Skills based remuneration programme
6. Company Pension Scheme
7. Life Assurance
8. Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need: As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too. You will need:

1. Strong written and verbal communication skills
2. A passion for customer service and a desire to resolve queries through to completion
3. Experience within the Financial Services industry would be advantageous, as would experience within a Customer Service Contact Centre environment
4. Demonstrable experience of working and delivering daily, weekly and monthly targets
5. Excellent problem-solving skills, with great attention to detail
6. Great working knowledge of Microsoft Office, especially Outlook and Word with the ability to use multiple different systems at one time
7. An ability to identify your own areas for learning and self-development, whilst taking responsibility for your own performance

Day to Day, you will:

1. Respond to inbound contact from shareholders and their representatives
2. Undertake identification and verification checks on all enquiries
3. Escalate queries, complaints, risks and issues promptly
4. Accurately record information in the relevant systems
5. Identify customer needs and respond positively and professionally whilst identifying opportunities for process improvements that will have a positive impact on the customer experience
6. Develop and demonstrate expert knowledge and awareness of our products and procedures

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.