Customer Service Support Officer

Rullion Managed Services; Stoke Poges; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in the United Kingdom is seeking a Customer Service Support Officer to join their Operations Team. The successful candidate will provide exceptional service to customers, answering queries via phone and email. Responsibilities include processing requests, maintaining customer records, and supporting colleagues. With a focus on a positive team culture, the ideal applicant will possess strong communication and organizational skills, preferably with experience in a Financial Services environment. This role offers an hourly pay of £15 and is initially for six months, with potential for extension.

Qualifications

• Proven track record in offering exceptional service to customers via telephone and in writing.
• Experience in a Customer Services team, preferably from a Financial Services background.
• Knowledge of regulatory bodies such as FOS, FCA and FLA is desirable.

Responsibilities

• Liaise with internal and external customers via telephone, letter, and email.
• Respond to customer queries in an accurate and timely manner.
• Process transfer requests and refund requests on customer contracts.
• Ensure Customer Records are accurate.
• Support team members during peak periods.
• Identify process improvement initiatives.

Skills

Exceptional customer service

Verbal communication

Written communication

Organisational skills

Time management

Tools

Microsoft Office

Job description

Role Details

• Title: Customer Service Support Officer
• Location: Stoke Poges
• Pay: £15 per hour
• Contract Length: 6 months (potential for extension)

Schedule

• Hours: Monday to Friday, 9:00 AM - 5:00 PM (37.5 hours per week)
• Onsite Requirement: The first two weeks require four days in the office for training. After training, the normal office days are Wednesday and Thursday.

About the Role

You will work as a member of the Operations Team to provide an unrivaled, outstanding service to all internal and external customers. This role is within the Customer Services team and focuses on responding to high volumes of customer calls, written correspondence and internal queries. You will be an enthusiastic, friendly member of the Operations Team adding value to the overall level of service SFS provides and helping to work towards the company vision while delivering on our values, Responsible, Excellent & Innovative.

We take great pride in having a friendly, helpful and engaging culture, and we invest in our employee's development.

What part will you play?

• Effectively liaise with internal and external customers by telephone, letter and e‑mail in response to queries.
• Respond to all customer queries and requests in an accurate and timely manner.
• Process transfer requests, financial amendments and refund requests on customer contracts within appropriate time-scales.
• Ensure Customer Records are kept up to date and accurate.
• Pro‑actively support other team members during peak periods.
• Identify and follow through process improvement initiatives with Operations Team Leaders.
• Maximise revenue opportunities through sales‑leads, transfer/admin fees and debt resolution.
• Follow industry and regulatory guidelines and time frames.
• Efficiently deal with switchboard calls for SFS, directing customers appropriately.

What you need to make real what matters

• Proven track record in offering exceptional service to customers via telephone and in writing.
• Experience in a Customer Services team, preferably from a Financial Services background and/or B2B environment.
• Experience in using Microsoft Office packages.
• Excellent communication skills—both verbal and written.
• Good organisational and time management skills.
• Knowledge of regulatory bodies such as FOS, FCA and FLA desirable.

Diversity Statement

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.