Customer Service Assistant - CCC Full Time
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Salary Range - £12,000 - £15,000
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37.5 hours per week - flexible contract
Purpose of the Role
To provide a proactive and outstanding telephone service to all the Society’s customers. To introduce customers to all Society’s products and services.
Key Accountabilities
Customer Service
- Engage with the customer in order to provide a personal and professional service.
Sales
- Understand and identify customer needs to maximise all potential sales opportunities across each area of the business
- Achieve sales targets through delivering quality leads to appropriate C.C.C. staff and Financial Consultants
Quality & Control
- Understand and operate within all relevant compliance requirements, including internal systems of control
- Aim to achieve First Call resolution for the customer where ever possible
Systems & IT
- Ability to understand and utilise all relevant society systems.
Processes & Procedures
- Ability to follow appropriate Society processes and procedures applicable to all areas of role.
Team Working
- Contribute effectively to team goals.
- Share best practice to assist the team to develop and to encourage quality leads
Product Knowledge
- Demonstrate and maintain in-depth and up-to-date product knowledge to allow leads to be generated and sales achieved
Self-development
- Take ownership and responsibility for own personal development with the support of line manager
- To undertake any other duties as reasonably requested by management
- To comply with relevant legislation, regulation and codes of practice affecting the Group
Knowledge and Skills
- Computer literate
- Excellent verbal communication and listening skills. Professional telephone manner
- Ability to understand, interpret and analyse information from a variety of sources – essential
- Good knowledge of the financial services industry and current trends in building society products and services - desirable
- Good time management skills
- Ability to prioritise
- Good influencing and negotiating skills
- Ability to identify, understand and give priority to satisfying the needs of the Society’s customers
- Strong aptitude for turning general enquiries into sales
- Ability to multi-task when dealing with telephone calls
Values
- Member focused
- Commercial awareness
- Delivering results effectively
- Trusted team player
- Socially responsible
- Simplicity
| Please quote one reference: |
| GA0042, ES0027 |
