The Role

• Resolve customer enquiries/complaints and questions professionally via telephone, email, or Intercom (Live chat) in line with business policies and procedures within a timely manner.
• Help resolve issues and troubleshoot technical problems and where necessary, liaise with technical colleagues.
• Provide customers with accurate information about products and services ensuring a good customer outcome.
• Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
• Update Zuno admin platform regularly to ensure all information is being recorded correctly for each customer interaction.
• Handle and manage through to a satisfactory resolution any emails from the customer service inbox
• Adhere to all relevant legislation, industry regulations and Company policies and procedures.

Who we are looking for:

• 12 months plus experience working in a Customer Service Role, with excellent verbal communication skills.
• Experience in delivering a right first-time good outcome for a customer.
• Experience of working in a fast paced, vibrant and at times, pressured environment.
• Familiar with owning a customer enquiry/complaint through to resolution.
• Understanding of a positive customer experience.
• Caring and compassionate nature.
• Confidence in working on your own initiative as well as within a team environment.
• Driven to deliver a good outcome for customers.
• GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.
• Patient and committed to excellence.
• Active listening skills.

Benefits:

• 30 days annual leave + bank holidays
• Private medical cover with Aviva*
• 4 x salary Death in Service cover with Zurich*
• Paid 6 months maternity pay after a year of service
• Paid paternity pay after a year of service
• Salary sacrifice pension matched up to 6%
• Ongoing training & development opportunities
• Social events

*After probationary period