Customer Service Representative

FNZ; Bolton; On-site; GBP 20,000 - 26,000; Full time

Job summary

FNZ in Bolton is seeking dedicated customer service advisors for our contact centre. You will be the main point of contact for customers, guiding them through financial products and using our online platform to become self-sufficient. Deliver a positive experience on every call and welcome customers professionally.

You will participate in ongoing training, support, and induction to develop within the team and wider business. A collaborative environment and clear progression paths are offered.

Qualifications

• Experience in customer service or contact centre is advantageous.

Responsibilities

• Engage customers to understand their needs.
• Manage calls in line with service levels.
• Handle live web chat conversations.
• Provide the right solutions for customers.
• Achieve agreed quality standards.
• Attend training sessions and upskill.
• Suggest improvements for better CX or cost savings.
• Use MI metrics to show productivity and quality.
• Complete required training on time.

Skills

Customer service

Communication

Attention to detail

Tech literacy

Tools

Telephone systems

Live chat platforms

Computer systems

Job description

We're looking for dedicated customer service advisors to join our supportive, collaborative and simply brilliant team in our Bolton contact centre. You'll be the key point of contact for customers when they call in. Providing them with information about their financial products and helping them become self-sufficient with our online platform. You'll give a positive customer experience in each and every call, welcoming them in a professional manner. Reports to: Contact Centre Team Manager Team Responsibilities: At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve. As a customer service advisor, you will be an integral part of this team and delivery. We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.

• Engage customers in genuine, enjoyable conversations to understand their needs
• Managing calls in line with our agreed service levels.
• Manage live web chat conversations
• Providing the right solutions for customers
• Consistent achievement of agreed quality auditing
• Attend training sessions to continuously improve knowledge and performance
• Suggest areas for improvements which could result in an enhanced customer experience and/or cost savings to the company.
• MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager
• MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation
• Mandatory training completed and passed by required date
• Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.
• Passionate about customer service
• Strong attention to detail
• Proficient in the use of technology: telephony and computer systems
• Ability to multi task
• Ability to support and suggest improvements

Previous experience in a customer service or contact centre environment would be advantageous, and experience within financial services is desirable, but not essential.

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with the world's leading financial institutions, with over US$2.5 trillion in assets on platform (AoP). Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.