Customer Service Advisor

Milton Keynes Office. Posted 24 days ago

The role

The Customer Service Advisor provides 1st line customer service support for Retail and SME customers via Chat and Telephony. The role includes back office activities to support the function and managing customer requests, issues, and complaints.

What you will do

Field inbound communications via voice, chat or social media
Action customer requests and resolve issues
Manage complaints through to resolution
Handle case management including outbound communications, payments and letter writing
Deal with KYC, complaints, vulnerable customers, deceased/power of attorney cases and SME customers
Identify areas for process improvement
Support other teams where customer communication is required
Perform administrative tasks related to customer interaction
Deliver customer service measured through customer satisfaction KPIs
Manage and monitor service providers for customer quality

Required qualifications

Strong customer service experience in customer facing and or telephone service roles
Experience using core banking systems
Familiar with the use and application of social media as a form of interaction
Experience in dealing with complex complaints and taking ownership of customer concerns
Experience of core processes such as account opening, servicing and closing, payments processing, complaint handling, KYC case referrals, and general enquiry management
Experience in working with workflow / task management tools
Knowledge of financial services rules and guidelines
Excellent oral and written skills
Conform to ethical standards and conduct

Benefits

Full onboarding support and continued development opportunities
Options for flexible working
Regular social activities
Pension contributions
Discretionary bonus scheme
Private health cover
Life assurance
Family friendly policies including enhanced Maternity & Paternity leave

About the company

Allica is a fast-growing financial technology (Fintech) firm. Its purpose is to help established SMEs.