Customer Service Senior Admin

Search-Select LTD; Douglas; On-site; GBP 23,000 - 29,000; Full time

Job summary

Search-Select LTD is seeking a Customer Experience Senior Admin to join the team and process customer requests accurately and in a timely manner, ensuring excellent customer outcomes.

The successful candidate will handle challenging conversations calmly, resolve complaints and complex queries, and provide process and product knowledge to colleagues and stakeholders. The role also supports training, coaching, and continuous improvement to sustain high service standards.

Qualifications

• Minimum of five GCSEs including English and Maths.
• An Award in financial administration or willingness to work toward one.
• Excellent written and verbal communication skills.
• Ability to operate in a fast-paced, dynamic environment and work under pressure.
• Good knowledge and experience of MS Office.

Responsibilities

• Process customer requests and handle calls, aiming for first-time resolution.
• Communicate clearly with empathy and adapt to vulnerable customers.
• Ensure interactions meet Consumer Duty requirements and resolve complex queries.
• Proactive case management including calling customers and advisers.
• Communicate via telephone, email or letter; use active listening to identify needs.
• Investigate risk events and log them per guidelines.
• Rotate between teams to support priorities and maintain service levels.
• Contribute to team training and mentoring on products, processes and systems.

Skills

Clear communication

Empathy

MS Office

Working under pressure

First time resolution

Education

GCSEs incl English & Maths

Award in Financial Administration

Tools

MS Office Suite

Job description

Our client seeks a Customer Experience Senior Admin to join their team and process customer requests accurately and in a timely manner, ensuring excellent customer outcomes.

The successful candidate will manage challenging or emotional conversations calmly and professionally, resolve complaints and complex queries, and provide process and product expertise to colleagues and stakeholders. In addition, you will support team leadership, training, and continuous improvement activities to help to deliver a consistently high standard of service.

Key Responsibilities:

• Process customer requests and handle incoming calls in line with agreed standards, aiming for first time resolution.
• Communicate clearly and professionally, using an empathetic, respectful tone, and adapt your approach to identify and support vulnerable customers.
• Ensure all interactions meet Consumer Duty requirements, delivering good outcomes and avoiding foreseeable harm, whilst investigating and resolving complex queries with clear explanations and solutions.
• Proactive case management including calling of customer and advisers aiming to resolve questions first time.
• Communicate clearly and professionally with customers and advisers by telephone, email or letter.
• Use active listening and effective questioning to understand customer needs, circumstances and preferences.
• Probing as required on customer requests to investigate and resolve complex customer queries, providing clear explanations and solutions.
• Manage challenging or emotional conversations calmly and professionally.
• Identify, log investigate and resolve risk events in line with guidelines.
• Rotate into different teams as required based on business needs, such as changes in priorities or one-off tasks, helping to maintain service levels.
• Contribute to team training plans and support the delivery of training, coaching and mentoring on products, processes and systems.
• Agree clear objectives and maintain a personal development plan with your Team Leader.

Key Skills and Experience:

• A minimum of 5 A*-C GCSEs (including English and Maths).
• Attained an Award in financial Administration or keen to work towards a qualification.
• Excellent written and verbal communication skills.
• Ability to operate in a fast paced, dynamic environment and able to work under pressure.
• Good knowledge and experience of MS Office.

Quote job ref: 16760

Our client seeks a Customer Experience Senior Admin to join their team and process customer requests [...]