Role Description
We’re looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Basingstoke contact centre.
You’ll be the key point of contact for customers when they call in, providing them with information about their financial products and helping them become self‑sufficient with our online platform. You’ll give a positive customer experience in each and every call, welcoming them in a professional manner. Opening hours are 8am – 9pm Monday – Friday and 8am – 6pm Saturday. Both full‑time and part‑time roles are available. We offer a flexible working environment that allows team members to find a working pattern that suits their needs and empowers them to achieve their goals.
Reports to
Contact Centre Team Manager
Team Responsibilities
At FNZ we live and breathe exceptional customer service and the team works collaboratively to ensure we deliver the experience our customers deserve. As a customer service advisor, you will be an integral part of this team and its delivery. The team will handle all inbound call interactions and manage live web chat conversations. We develop our customer service advisers so they can progress within the team and wider business, giving you ongoing training and support, including an induction.
Specific Role Responsibilities
- Engage customers in genuine, enjoyable conversations to understand their needs
- Manage calls in line with our agreed service levels
- Handle live web chat conversations
- Provide the right solutions for customers
- Consistently achieve agreed quality auditing standards
- Attend training sessions to continuously improve knowledge and performance
- Suggest areas for improvement that could enhance customer experience and/or produce cost savings to the company
Performance Assessment
- MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one‑to‑one meetings with the team manager
- MI to demonstrate achievement of agreed quality auditing level and maintain process accreditation
- Mandatory training completed and passed by the required date
- MI breaches to demonstrate that process and financial transaction breaches do not exceed agreed levels
Experience Required
- Relevant financial services experience or a call‑handling role
- Passion for customer service
- Strong attention to detail
- Proficiency in the use of technology: telephony and computer systems
- Ability to multitask
- Ability to support and suggest improvements
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