Information Centre Coordinator

Working style: Hybrid – This position requires working shift patterns between 9am – 5:30pm Monday – Friday

We are currently recruiting an Information Centre Coordinator (ICC) to join RL Equity Release team in Plymouth.

As a Coordinator in the Information Centre, you will be the first point of contact for customers, managing enquiries, providing clear and accurate information, and delivering a professional, personable and responsive service that ensures fair customer outcomes.

About the role

• Manage phone calls (primarily outbound) to customers who have requested further information about later life lending solutions.
• Able to progress calls using call management skills and be responsive to customer questions and concerns.
• Gain relevant customer information through effective questioning, qualifying customers’ needs ahead of arranging appointments with our Advisers teams.
• Adhere to compliance/regulatory scripts where necessary during calls, whilst also building positive rapport with customers.
• Accurately utilise and update multiple systems including a dialler and a CRM database.
• Show empathy and build effective relationships with customers inquiring about our services.
• Achieve monthly KPI’s such as call quality, appointments booked and call volumes.
• Positively represent the Royal London brand on all calls and interactions with customer leads.
• Handling potentially vulnerable customers in an empathetic and sensitive way
• An excellent telephone manner with the ability to assertively manage calls.
• Self‑motivated with a ‘can do’ attitude.
• Confident user of Microsoft Office suite.
• Able to be quickly adaptable to meet customer circumstances.

Preferred

• Previous experience working towards targets.
• Developed outstanding customer service skills – possibly from a previous role in retail or hospitality.
• Experience working in a regulated or call centre environment.

Key performance indicators/performance measures

• Conversion – calls to appointments booked / appointments booked to appointments attended
• Productivity measures
• Quality results

Benefits

• 28 days annual leave in addition to bank holidays
• Up to 14% employer matching pension scheme
• Private medical insurance

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