Job Advertisement: Customer Service Agent

Location: Birmigham
Job Type: Hybrid (Office/Home-based)
Contract: Temp-to-Perm
Start Date: ASAP

Contract Duration: 3–6 months temporary, transitioning to permanent
Key Traits: Self-starter, proactive, adaptable under pressure, and skilled at multitasking. Must quickly acclimate to a fast-paced environment.
Preferred Experience: FCA exposure is highly desirable.

About the Role Our client, an innovative and rapidly growing organization, is looking for a motivated Customer Service Agent to join their dynamic team. In this role, you'll play a key part in ensuring customers receive consistent, high-quality service across the company’s range of financial products.

Key Responsibilities

• Customer Interaction: Respond to inquiries via phone, email, social media, and in-app chat (once live).
• Complaint Management: Handle customer complaints effectively and ensure timely resolutions.
• Vulnerable Customer Support: Provide compassionate and tailored assistance to customers requiring additional care.
• Administrative Support: Perform general admin tasks to maintain efficient operations.
• Issue Resolution: Troubleshoot and guide customers through technical issues with clear instructions.
• Escalation: Refer complex concerns to senior management for appropriate handling.
• Performance Monitoring: Work closely with the Head of Customer Services to meet service and quality targets.
• Risk Awareness: Identify and report risks, ensuring necessary controls are maintained.
• Continuous Improvement: Provide customer feedback to support enhancements in service delivery.

Key Knowledge and Skills

• Experience: Minimum 2 years in customer service operations.
• Interpersonal Skills: Skilled at interpreting customer signals to ensure meaningful interactions.
• Communication: Exceptional verbal and written communication, maintaining professionalism and friendliness.
• Problem-Solving: Strong analytical skills to identify causes and deliver practical solutions.
• Time Management: Efficiently manage tasks and prioritize resolutions.
• Patience: Maintain composure in challenging situations to deliver positive outcomes.
• Empathy: Understand and address customer concerns with genuine care.
• Conflict Resolution: Adaptable and positive in managing diverse customer challenges.
• Teamwork: Collaborative mindset to build strong relationships with colleagues and contribute to team success.

Work Environment and Benefits

• Hybrid Schedule: Up to 3 days per week in the office.
• Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
• Holidays: 25 days annual leave, plus financial services benefits and your birthday off.

Why Join Our Client?

• Innovative Workplace: Be part of a forward-thinking company that values your input.
• Career Development: Enjoy opportunities for professional growth and advancement.
• Supportive Team: Collaborate with a team that thrives on mutual success and camaraderie.