Customer Relations Expert - Service and Support

What you'll be doing

This role will be working within our customer service team, specifically assisting in the administration functions of the operation. Key functions of the role include:

• Responding to customer correspondence by letter and email or live chat, working to 'best in class' service when replying to any correspondence from customers.
• Carrying out administrative tasks including e-mailing, scanning and completion of documentation and responding to correspondence using standard letters/formats
• Responding to customer queries via our Live Chat function
• Taking part in projects to help drive a first-class customer service journey
• Supporting with some basic administrative and post room duties as and when required
• Processing data entry of customer information
• Act as an overflow to help support the telephony team when call volumes are high
• Ensure workloads are completed and delivered by required deadlines and to the required quality standard working in line with FCA compliance and best practice
• Ensure that you maintain an up-to-date knowledge of our products, processes and industry developments
• Other general office administration duties as required

Skills we need

• Can do attitude towards training, learning with a positive outlook on coaching and personal development
• Passion for a high-level Customer Service offering
• Great communication and interpersonal skills
• Professional approach to work
• Commitment to delivering exception customer experience
• The ability to take ownership of tasks, working accurately within a busy team
• Flexible approach to daily tasks
• An Enthusiastic and positive approach
• The ability to deal with a range of situations and respond to customer needs
• Good IT Skills