Financial Customer Service Advisor

Summary

Join UW, a high-growth FTSE 250 company, as a Financial Services Customer Service Advisor and help us reach our goal of adding 1 million customers. This role is hybrid (2 days in the Colindale office or remote) and involves providing excellent customer service via phone, resolving customer issues, and ensuring a positive customer journey. You will handle customer inquiries, complaints, and provide support and advice. The position requires strong communication, problem-solving, and multitasking skills. We offer comprehensive training and a supportive team environment. This role contributes to key performance indicators (KPIs) such as compliance score, customer satisfaction, and calls per hour.

Responsibilities

• Answer incoming customer calls promptly and professionally
• Provide excellent customer service by addressing inquiries, resolving issues, and offering solutions
• Handle customer complaints with empathy and patience, aiming for first-call resolution whenever possible
• Follow call centre guidelines to ensure consistency and quality of service
• Utilise computer systems to access customer accounts, input data, and document interactions accurately
• Collaborate with team members and Managers to meet performance targets and maintain service standards
• Stay updated on product knowledge, company policies, and procedures to assist customers effectively
• Demonstrate strong communication skills, active listening, and problem-solving abilities
• Adhere to call centre policies regarding attendance, punctuality, and adherence to schedules
• Maintain professionalism and composure during challenging customer interactions
• You’ll work towards a number of KPIs such as
• Compliance score
• Customer satisfaction & NPS score
• Calls per hour

Benefits

• 33 days holiday including Bank Holidays
• Life Insurance up to 4 x your salary
• Discounted healthcare & medical cash plans
• A free virtual GP service
• Private pension scheme
• Share options and Save As You Earn Scheme
• A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
• Discounted UW services (30% mobile & broadband, 10% energy & insurance)
• A UW cashback card - earning you cashback on all your spending!
• Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth