Contact Centre opportunities
What is the Client Service Division?
Our Client
Service division is based at our Dalkeith Road office in the east side of Edinburgh.
Who and what do we deal with?
Client Services
is the main contact and administration centre for our Life and Pensions
business. The Contact Centre is responsible for dealing with the
different types of enquiries from a variety of customers, IFA’s and
sellers of our products. The Contact Centre currently has approximately
300 members of staff, all striving to exceed customers expectations.
What is it like to work in our Contact Centre?
We pride ourselves
on the high level of service we provide to our customers, as not
all enquiries are easy to deal with. We realise the importance of
understanding our customers and treating them the way we would expect
to be treated, and this is the key to the success of our Contact
Centre. As a Call Consultant, you can expect to be in a team of 15
others, all working together within an open planned environment.
You can expect to talk to 70 customers a day, with every call bringing
new challenges. Our staff have to be able to communicate with a variety
of people, be able to empathise and deal with difficult situations,
and have the patience to treat every caller with the same level of
importance. Good attention to detail and accuracy are also key. A
number of working patterns are available, including full or part
time. Full time staff work 37.5 hours per week, with
a rota for Saturday working. Although financial services experience
would be helpful, it is not a necessity as we will provide you with
all the training you will need and will always be around to help.
What training and support will you be given?
Training is
key with new starts joining the Contact Centre so we have devised
a training plan to ensure that staff have all the knowledge and experience
required to deal with our customers. This involves initial classroom
training to learn about our products, followed by a period spent
in The Academy – our dedicated area where support is on hand for
those initial weeks taking calls. But the training does not end there.
New and existing members of staff can expect to receive regular coaching
to help them be the best they can, and may be rewarded for their
efforts with a bonus scheme on top of our generous salary and benefits package.
What will you receive in return?
Find out what our existing staff
have to say about working in the Contact Centre.
