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Customer Service Advisor - Financial Services - moving to remote

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Capita

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Banking & Finance
  • Liverpool
  • Quick Apply

AI generated summary

  • You must have phone customer service experience, familiarity with multiple systems, and a background in complex needs support. Financial or collections experience is a plus.
  • You will understand customers' financial situations, provide solutions, build rapport, handle vulnerable cases, improve skills, and contribute ideas to enhance the customer service experience.

Requirements

  • Comfortable speaking with customers over the phone and asking questions on to gain a full understanding of our customers circumstances
  • Making decisions considering the risk to the client and impact to the customer using guidance or advice where required
  • Navigating around our systems and ensuring all details entered are accurate – previous experience of using multiple CPU systems is essential
  • Ensuring all regulatory requirements are adhered to through training and compliance
  • This role would suit individuals who have experience of dealing with customers who have complex needs, who may have worked previously in a call centre environment, have first class communication skills and are able to complete work to a high standard. This is not an entry level role and some previous experience is essential – detailed below.
  • Do you have tick any of the boxes of the below? If so, we want to hear from you!
  • Essential experience – we require a minimum of one of the below.
  • experience in a call centre customer service role…
  • experience in a clerical environment…
  • experience in a health care environment dealing with vulnerable clients…
  • experience in a face to face customer service role…
  • In addition we also need experience of using multiple computer systems
  • Desirable experience…
  • Experience of working in a collections environment
  • Experience of working in Financial Services

Responsibilities

  • Understanding the customers financial situation, providing options and solutions to help our customers get back to financial health. Always ensuring fair outcomes, including for our vulnerable customers
  • Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service
  • Embracing learning, coaching and development to continuously improve your skills and capability
  • Sharing ideas to improve the customer service experience
  • Making a real difference to people’s lives
  • Dealing with some of our more vulnerable customers and their complex needs

FAQs

What is the starting salary for the Customer Service Advisor position?

The starting salary is £25,714.00, which can rise to £27,032.00 once you hit the required competencies.

What are the working hours for this role?

You will work 40 hours per week between 8am - 8pm, Monday - Friday, on a 6-week shift rota, with 2 Saturdays every 6 weeks between 9:30am - 5pm.

Will I need to work on Bank Holidays?

Yes, we do work on Bank Holidays, but Christmas Day, Boxing Day, and New Year’s Day are all non-working days.

Is experience required for this role?

Yes, previous experience is required. You need a minimum of one of the following: experience in a call centre customer service role, a clerical environment, a healthcare environment dealing with vulnerable clients, or a face-to-face customer service role.

What happens after I apply for the job?

After you apply, your application will be reviewed, and if successful, you will be invited to a video interview, followed by a potential second interview on-site in Preston Brook.

How long is the training or grad period?

The training or grad period usually lasts around 4-6 months, during which you will work Monday to Friday between the hours of 8:30am - 5:30pm.

Are there opportunities for progression within the company?

Yes, there are numerous internal career progression opportunities through our INSPIRE platform, which helps colleagues develop into various roles.

What equipment will I need to work from home?

All necessary equipment for working from home will be provided by the company after you complete your qualifying period.

Is there a shuttle service for employees?

Yes, there is a free shuttle bus service to and from the Preston Brook office to Runcorn and Warrington stations for all Capita employees.

What kind of benefits does Capita offer?

Capita offers a range of benefits including company matched pension, life assurance, discounts, and voluntary benefits designed to fit various lifestyles.

How many days of holiday do employees receive?

Employees receive 23 days of holiday, which rises to 27 days with the opportunity to buy extra leave.

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Capita

We’re a transformation & digital services business obsessed with creating a better world.

Consulting
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

Capita is a leading outsourcing and professional services company based in the UK. They provide a wide range of services to both public and private sector clients, including customer service, business process outsourcing, technology solutions, and consulting services. Capita's ultimate mission is to transform and improve the services and operations of their clients, helping them become more efficient, agile, and customer-centric. Their purpose lies in delivering innovative solutions and expertise that drive business growth, improve service delivery, and enhance the overall experience for their clients and their customers. By leveraging their capabilities in technology, data analytics, and process optimisation, Capita aims to be a trusted partner that enables organisations to thrive and succeed in a rapidly evolving business landscape.

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