Customer Service Representative

Role Summary

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 on 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.

Team & Reporting

Reports to: Contact Centre Team Manager.

Key Responsibilities

• Engage customers in genuine, enjoyable conversations to understand their needs
• Manage calls in line with agreed service levels
• Handle live web chat conversations
• Provide the right solutions for customers
• Consistently achieve agreed quality auditing targets
• Attend training sessions to continuously improve knowledge and performance
• Suggest areas for improvements that could enhance customer experience and/or reduce cost to the company

Performance Assessment

• Measure of impact (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 maintenance of process accreditation
• Mandatory training completed and passed by required date
• MI to demonstrate that process and financial transaction breaches do not exceed agreed levels

Required Experience and Skills

• Relevant financial services experience or a comparable call handling role
• Passionate about customer service
• Strong attention to detail
• Proficiency in the use of technology: telephony and computer systems
• Ability to multi task
• Ability to support and suggest improvements

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We provide a global, end to end wealth management platform that integrates modern technology with business and investment operations, all within a regulated financial institution. FNZ partners with leading financial institutions, with over US$2.4 trillion in assets on platform, and empowers nearly 30million people across wealth segments to invest in their future.