Voice Process - UK Shift Professional

Role Description

In this administration role you will provide a good customer service by accurately processing and authorising a variety of customer transactions, including complex and nonstandard transactions. This will be processed within agreed service levels and approved financial authority levels where appropriate.

You will be at the heart of our organisation where we love to develop, support and give full training to our staff so you should be eager to learn and develop new skills. With a positive attitude, we will help you achieve your career goals in the future.

Core Role Responsibilities

• Provide real-time assistance to clients through inbound and outbound telephone calls, web chat, answering questions, resolving issues, and offering guidance.
• Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits
• Supporting clients with a number of platform specific support tools and processes
• Adherence to schedules to ensure Service Level Agreements are achieved.
• Ensure timely and accurate responses to client enquiries while maintaining a professional and client-centric approach.
• Proficiency in the English (UK) language is essential, both spoken and written language skills are required to communicate with UK colleagues and UK and global clients.
• A flexible approach to completing variety of tasks to support TL / TM and other teams for business needs.
• To escalate issues or potential breaches to Line Manager.
• Provide a quality service, aiming for 100% accuracy and timeliness of delivery.
• To review processes and practices within your role to propose change and improvement where individual and team performance are being affected.

Knowledge and Technical Skills

• Proficiency in the English (UK) language is essential, both spoken and written
• Proven experience in a contact centre role, with a minimum of 1 - 2 years of experience. Preferably in the UK Mutual Funds Financial Services environment.
• Good keyboard skills and familiar with Microsoft Word and Excel
• Ability to identify areas of risk or concern, either within team or in the business.
• Exceptional communication and interpersonal skills.
• Flexible and adaptable to change and challenges.

Applications will be accepted on an ongoing basis until the position is filled.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.