Job Ref: 213773800

Date: 2021-05-18 09:23:35

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Title:

Customer Support Agent

Based at:

Head Office – High Wycombe

Reports to:

Customer Care & Vulnerability Lead

Josh Mercer

Working Hours

Monday- Friday: 09:00 – 17:30/08:00 – 16:30 (variable shifts) and one in four Saturdays 10:00 to 16:00

Job Summary

A vacancy has arisen in our Customer Support team, who support our vulnerable customers. You need to be a great and resilient communicator, have a natural ability to show empathy and be comfortable in handling sometimes sensitive conversations with customers in order to provide the best outcome. You will join the existing team of three agents and one senior agent and must be a team player, well organised and flexible to move between tasks, phone calls and written work when required. Full training will be given.

Key responsibilities and accountabilities:

Leadership & Behaviours:

Team player
Natural problem solver and collaborator
Approachable
Analytically minded
Adaptable and resilient
Strong communicator
Building rapport and relationships
Accountable

Requirements:

An excellent telephone manner
Experience in dealing with vulnerable customers
An understanding of FCA regulations and guidance in relation to consumer vulnerability, and the fair treatment of vulnerable customers
Excellent written communication skills and ability to distil a message clearly and succinctly
Customer focused
Able to apply common sense and judgement

Strong computer and numeracy skills
Attention to detail and accuracy of work
Commercial awareness
Experience in coaching or training others
Organised and excellent time management

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