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Acorn Recruitment And Training
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Cardiff, South Glamorgan
Customer Assistance Advisors
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Contract Type: Contract |
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Salary: £12.8 per hour |
Overview
Acorn Recruitment are currently looking for a number of Customer Assistance Advisors in the Cardiff area. Based in Cardiff you will be responsible for handling customer queries, requests and payments in a timely manner via both phone calls and live chat sessions. You will strive to deliver first contact resolution for each customer. Your will need to able to work on a rota which will cover cover all business hours (8am to 8pm), including weekends and public holidays. Who you are: The ideal candidate is dynamic and flexible and has credit cards and /or personal loans experience in the financial services industry. You will provide a positive customer experience to help ensure all customer queries are resolved in a timely manner, in line with company policy and the FCA's Principles for Business. What you'll do: Deliver a high level of customer service and represent the brand whilst actively engaging with customers. Provide accurate information on products and services to ensure consistency across the organisation, whilst ensuring that you deliver a reliable, trustworthy, compliant customer service. Provide timely responses to enquiries, requests, and complaints from customers through the use of different mediums such as telephone, live chat, SMS and email. Provide assistance to all customers throughout the entire product life-cycle. Perform other related duties as assigned. Identify situations that may require specialist handling (e.g. Fraud or Legal) and refer these to the appropriate teams. Maintain an up-to-date knowledge of regulatory and legislative information required for all FCA regulated companies (e.g. Money Laundering, Data Protection, etc.). What you'll need: Previous experience of dealing with customer queries in a busy, customer focused financial services environment. Experience of providing customer services for a credit card product is desirable but not essential. Be a strong customer advocate with the ability to provide consistent resolutions. Demonstrate ownership and accountability for issues with a high attention to detail. An excellent work ethic with a real passion to drive improvement and a proven ability to enhance customer satisfaction levels. Strong communication skills. Self-motivated, able to operate independently. Please be aware that should we pursue your application, all our employees will be expected to complete a standard CRB & adverse finance check to comply with regulatory requirements. These positions are immediate start.