Permanent, 35 hours per week (Monday to Friday)
Salary - Up to £18,500
Core hours between 8am - 6pm
As part of our long-term relationship with Sun Life Financial of Canada, Diligenta currently have new vacancies for Customer Service Representatives. We are looking for individuals who are compassionate, caring, great listeners and have a drive for personal and career development to join our operational front-line, Contact Center team in our Basingstoke office. Your role will be to support the delivery of great customer outcomes by delivering an excellent end to end experience direct to customers of Diligenta's long term client, Sun Life Financial of Canada within the Life and Pensions sector.
You will receive extensive group and 1-2-1 training through a program designed to allow you to fully engage in and deliver the requirements of the role, deliver a positive experience to the Sun Life Financial of Canada customer and to build the knowledge needed to discuss products with confidence. You will be fully trained on any relevant Diligenta and Sun Life Financial of Canada systems provided to continuously deepen your knowledge of the individual policies or products that are will deliver that end to end positive experience with the customers.
Your Role With Us:
- Provide general information about a broad range of financial products, checking the status of claims and resolving complaints all while communicating clearly with customers (including vulnerable customers) both verbally and in writing to understand and respond appropriately to their needs
- Working accurately and efficiently to achieve the standards of quality you would expect as a customer to ensure customers receive correct and timely information in line with both Diligenta and Sun Life Financial of Canada customer values and expectations. This may include making risk based decisions that support the delivery of good customer journeys
- Advising members on their current Pension value or other questions they maybe have such as how to activate and manage their Prudential online account; working with retiring Members who are ready to take their retirement income to ensure the best possible outcome and service is provided or collaborating with independent financial advisers who are working on behalf of multiple customers.
- Instigating, supporting and driving through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution
- Focusing on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands
- Supporting the delivery of an effective controls environment by ensuring that all regulatory requirements are handled in line with company procedures and that focus remains on delivering great customer outcomes in support of the effective management of Conduct Risk.
- Your success in the role will be measured by your ability to achieve positive outcomes for each customer, in managing your workload to ensure personal and team targets are met
What We're Looking For:
- Minimum of 4 Standard Grade/Nat 4 (or equivalent), to include English and Maths
- Minimum 2 year experience within a customer facing environment or 1 year within a relevant sector call handler role
- A confident, friendly and professional telephone manner with the ability to effectively execute on the above duties, in both written and verbal form
- Proficient and confident in the use of basic telephonic systems, computer systems and technology
- Basic computer literacy in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies
- An ability to assimilate new information quickly and to be flexible and adaptable to change as well as the desire to identify, support and drive improvement opportunities
- Must possess and demonstrate a helpful, can-do and positive experience-oriented outlook, with the ability to work under pressure and meet tight deadlines in a strong team focussed environment, whilst being discreet when dealing with confidential or sensitive customer information
- The role requires the successful candidate to be self-motivated, proactive in going beyond the call of duty where required, have a keen eye for detail, be experience and result-oriented and have an ability to stay calm under pressure and in uncertainty
- A proven track record of being strong team player with a positive experience within a customer facing environment.
The Location:
You will be based in Winterthur House. The office is situated just a few hundred yards from the Festival Place Shopping Centre and is a 3 minutes' walk from Basingstoke train station.
Winterthur House has an onsite restaurant and its own private gardens. The office is just over a mile away from junction 6 of the M3 Motorway and a few minutes away from the mainline railway station, providing fast and frequent rail service to London, Waterloo.
Benefits:
- Salary of up to £18,500 dependent on experience
- Discretionary annual bonus
- Company pension scheme membership
- 23 days holidays + 8 bank holidays
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- 24/7 access to a wide range of books
- Receive a wide range of retail discount shopping schemes
- Access to our Confidential Helpline is available to be used by you and your family
- Develop your career through a wider global organisation of the TCS family
Don't miss this competitive opportunity, apply today!
Guidant Global is acting as an Employment Agency in relation to this vacancy.
