Customer Service Adviser - Financial Services

Overview

Capita is seeking Customer Service Advisors to be part of our vibrant team, on a key Financial Services contract based in Manchester.

You will be responsible for assisting customers with queries and administration of their life and pensions account, with most contact being inbound telephone based. Customer experience is something that is very important to us and making our customers happy will be your number one priority. We aim to resolve any issues first time, which means we want team members who are dedicated to providing an excellent customer service experience to our customers.

Our Flexible Advisors work in small teams receiving full training as well as ongoing support and development.

The roles will be initially on a full time, permanent basis, working 37.5 hours per week covering shifts between 8am to 6pm (8-4, 9-5, and 10-6 on rotation). We would expect new team members to be office based full time for the first 4-6 months during training and probation, then once competent, moving to a hybrid arrangement with typically one in every three weeks being office based on rotation.

Capita is an equal opportunity and disability confident employer.

Location: Office based on Oxford Road Manchester City Centre. Hybrid working will follow after successful training and probation period.

Salary: 24,043.50 per annum

Contract Type: Permanent

Hours: 37.5 Hours a week, Monday - Friday shifts between 8am - 6pm. No weekend hours.

The job primarily involves answering calls from policyholders, financial advisors and other professionals who require information about our client's policies. Where needed, you could also be completing administration work.

In a typical day you will be providing general information about a broad range of financial products, checking the status of claims and resolving complaints. Some of the callers may be unsure of the information they require, and your task will be to guide and advise them on a solution. This will involve navigating systems on the computer to find general information or communicating with other departments to send out further information.

The basic nature of the role means that you will spend entire shifts on the phone dealing with a series of calls, which are fundamentally similar in purpose.
Training is 6-8 weeks and full-time hours based at our office.

• Previous experience in a telephone-based customer service role, or similar customer focused role such as hospitality, retail etc.
• A genuine passion for helping people and delivering excellent customer experience.
• Proven literacy and numerical skills, ideally GCSE grade C (or equivalent) English and Maths.
• Confident communicator with a professional and friendly manner.
• Excellent listening skills and an ability to problem solve.
• A fast learner with an attention to detail.
• The ability to work under pressure and prioritise workload.
• Someone who is punctual and reliable.

We only consider candidates who are eligible to work in the UK. The nature of the work we do means that all successful candidates will need to prove their right to work in the UK. We will also carry out background vetting checks and 3 years of reference checks.

In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following:

• A starting salary 24,043.50 per annum
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks  fully paid maternity, adoption and shared parental leave...and plenty more
• 23 days holiday (rising to 27 with service) with the opportunity to buy extra leave.
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• You ll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we ll provide…