Customer Service Agent

Job Title: Customer Service Agent
Contract Type: Temporary
Location: Edinburgh
Salary: £10.12 per hour, Benefits: Annual Bonus and Flex Bonus
Start Date: 2019-08-26
Reference: LFDR
Contact Name: Jillian Curran
Contact Email:
Job Published: August 13, 2019 14:40

Job Description

Customer Service Representative (Telephone)
Duration of Assignment 6 Months 
Pay Rate and Hours of Work £10.12/HR
Monday to Friday 8am – 6pm And possibly a Saturday Morning Shift (9am-1pm) every 5th week

Job Description

To carry out a range of more complex clerical/technical support tasks to deliver a quality service to customers or internal colleagues in line with agreed service standards. May be required to provide coaching and support to less experienced colleagues

Has these key accountabilities:
To carry out more complex clerical/technical support tasks where answers are readily available but some judgement may be required, ensuring that the work is completed accurately and adheres to specified Group policies, processes and procedures
Build relationships typically at peer level in order to clarify facts, exchange information or resolve enquiries & issues escalating as appropriate
Act as a source of expertise to junior/less experienced colleagues providing coaching and support where necessary and identifying more formal training where appropriate
Identify and suggest improvements to new and existing processes, procedures and systems
Where required verify and check the work of other colleagues
When required support line management with implementation of changes in own work area
Demonstrate core values & behaviours as an active team member
Work is typically allocated and monitored on a weekly to monthly time frame

Skills/Experience Required

Telephone Experience & Customer Service Experience.
Key Skills:
• Good communication – oral and written
• Embrace 'in the moment' coaching to develop your skills and knowledge
• Take ownership of all customer requests
• Maintain operational accuracy
• Continuous improvement mind set which will be evidenced in the improvement of customer centric measures
• Ability to make good decisions for customers using sound judgement - understanding customer, colleague and business impact
• Understanding and interpreting data at a basic level
• Developing over time, a deeper level of expertise in all areas of our end to end Corporate Pensions journey
• Flexible, adaptable to change and willing to embrace new ideas