Customer Service Associate Senior - Busines

FIS Global; United Kingdom; On-site; GBP 60,000 - 80,000; Part time

Job summary

A financial services firm in the UK is seeking a Senior Customer Service Associate who will oversee a team of representatives, ensuring high-quality customer service. The role includes monitoring operations, providing coaching, and acting as a point of escalation for customer issues. Candidates should have a high school diploma and strong customer service skills. Flexible part-time hours are available for interested applicants.

Benefits

Competitive salary and benefits

Professional education and development opportunities

International work environment

Qualifications

• Knowledge of the company’s products, services, and business operations.
• Excellent customer service skills that build high levels of customer satisfaction.
• Ability to work both independently and in a team environment.

Responsibilities

• Oversee a team of Customer Service Representatives.
• Monitor operations to ensure adherence to service level standards.
• Act as an escalation point for resolving customer issues.
• Evaluate the quality of representatives’ calls and provide feedback.
• Provide coaching and mentoring to less experienced call center personnel.

Skills

Customer service skills

Verbal communication

Written communication

Computer navigation

Teamwork

Education

High school diploma or GED

Job description

Customer Service Associate Senior - Busines page is loaded

Customer Service Associate Senior - Busines

Apply locations GBR CMBN 5 FL GRD time type Part time posted on Posted Yesterday job requisition id JR0297439

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the role:

Assist the supervisor with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage, and assist the supervisor with staffing issues. Act as an escalation point for resolving customer issues.

This role is working between Monday to Sunday between the hours of 7am - 11pm.

We would also consider a Part Time candidate to work 3 nights – Friday - Sunday 2.45pm-11pm

General Duties & Responsibilities:

• Oversee a team of Customer Service Representatives who handle customer service inquiries and problems.

• Monitor operations to ensure adherence to service level standards and company/department policies and procedures.

• Act as an escalation point for resolving customer issues.

• Evaluate the quality of representatives’ calls and provide feedback on strengths and areas for improvement.

• Provide input for performance appraisals.

• Provide coaching and mentoring to less experienced call center personnel.

• Take calls in the queue as needed.

• Ensure new representatives are set up with appropriate software and systems.

• Recommend streamlining opportunities and process improvements.

• Communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.

• Be responsible for training Customer Service Representatives.

• Serve as a backup to the supervisor in their absence.

• Perform other related duties as assigned.

Education Requirements:

• High school diploma or GED

General Knowledge, Skills & Abilities:

• Knowledge of the company’s products, services, and business operations to enable resolution of customer inquiries

• Excellent customer service skills that build high levels of customer satisfaction

• Excellent verbal and written communication skills

• Computer navigation and operation skills

• Demonstrates effective people skills and sensitivities when dealing with others

• Ability to work both independently and in a team environment

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A modern, international work environment and a dedicated and motivated team

• A broad range of professional education and personal development possibilities – FIS is your final career step!

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities

• The chance to work on some of the most challenging, relevant issues in financial services & technology

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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