*Job Title/Location: Contact Centre Associate, London/Hants/Remote
*Salary: To £22,230, increasing Apr 2025 to up to £23,800
*Office/WFH: For those based near London/Hants, you would be office based 2 days p/w + 3 days p/wWFH. If based outside of London/Hants, this would be a remote role
*Requirements: Previous phones-based customer service experience essential. Should be proficient with MS Office and generally IT literate
*Role Snapshot: Providing 1st line assistance to current customers through call handling, e-mail and post, ensuring data quality, promoting self-service capability
Expanding business - recent new business wins leading to a number of new roles and expansion of current teams.
The Company: An established Financial Services business, recent industry award winners and recognised for their investment in people. This client is expanding across the business, so a good company to develop with long-term.
The Role: The focus on this Contact Centre Associate role is based around providing professional and consistent first line support to pension scheme members and clients by phone, email and post. Key responsibilities include:
*Fulfil customer queries first time by following team processes or forward more complex pension related enquiries, whilst ensuring an acceptable service level and grade of service.
*Ensure that the appropriate level of data quality is maintained within the work-flow management systems.
*Promote and encourage the use of customer self service capabilities by pro-actively using contact opportunities to coach and educate customers on available self-service products.
*Actively seek ways to build an effective and professional relationship with members, internal and external contacts, grasping every opportunity to gain customer insights on service delivery.
*Support colleagues by understanding and sharing workloads and capabilities.
*Perform other duties and take on ad-hoc projects as assigned by the Lead Member Associate.
Skills / Experience Required: For this Contact Centre Associate role you must have previous phones-based customer service experience and also be proficient in the use of MS Office (Outlook, Word, Excel). You should be used to using in-house systems/CRM’s, be able to use your initiative, have strong attention to detail and the ability to work well under pressure.
Additional Information: Salary for the Contact Centre Associate role is from £16,770 - £22,230 with changes in Apr 2025 taking that to a ceiling of £23,800. Please apply below.
The Contact Centre Associate role is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the website and feel free to call Darren Snell at any time.