Customer Service Contact Centre

Customer Service Contact Centre

12 Month Fixed Term

Manchester

One of our large financial clients is looking for a experienced customer services person with ideally some contact centre experience

Responds to all shareholder queries received by phone, email, letter, or webchat. 80% of the role is phone based and the other 20% is investigating cases.

• Places telephone trades in accordance with instructions received.
• Take ownership of answering, investigating, and resolving all enquiries within agreed service levels and focusing on customer outcomes.
• Responses are fast, efficient, and accurate.
• Investigates errors in shareholder accounts and statements.
• Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures and responds to shareholder once issue resolved.
• Reviews daily open items to ensure proper follow-up and closure.
• Responsible for the quality and completion of own work.
• Maintain your working knowledge of all products and procedures
• Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service
• High school/secondary school or the equivalent combination of education and experience is required.
• Experience in contact centre or client service preferred.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.