Customer Loyalty Consultants — Customer Contact Centre
Division/ Department
Client Services based in our Dalkeith Road office.
About the job
Client Services is the main contact and administration centre for our Life and Pensions business.
The Customer Loyalty team is a key unit within Client Services, and deals with any calls relating to customers wishing to cancel or surrender Scottish Widows policies. Customer Loyalty consultants will primarily ensure all relevant facts and options are presented to the caller to help ensure they can make the most informed decision.
The successful candidates will ideally have a background in a sales based or customer loyalty role, preferably within the financial services industry. They will be able to show a high quality of customer service skills and the ability to build relationships and rapport with customers.
What you will be doing
- Providing excellent customer service to respond to a wide range of incoming customer telephone enquiries regarding existing policies with Scottish Widows
- Using a broad range of questioning skills to understand the customer(s) need to amend their policy, and providing them with clear alternatives
- Ensuring that the information provided is clearly understood by the customer(s)
- Work as part of a team of customer loyalty consultants ensuring our overall grade of service and response times are fully achieved
- Prompt and accurate completion of all administration activities to ensure full customer satisfaction
- Recognise when customer requirements are more effectively dealt with elsewhere and refer as appropriate
- Keep up to date on new or enhanced products/services in order to provide a high quality service to customers
- Full compliance with all legislative requirements
- Take part in and identify self development opportunities and training needs
- Contribute to team and process improvements.
What skills you will need
- Excellent customer service skills
- Excellent customer service skills
- Proven track record of building and maintaining customer relationships
- Positive and professional manner to be portrayed at all times
- Excellent communication and influencing skills
- Evidence of achievement against challenging goals and targets
What experience you will need
- Customer Service Experience essential
- Excellent communication skills are essential
- Meeting targets and accuracy, quality, volume and to agreed service level agreements
- Telephony experience is essential
- Previous sales experience is an advantage
- Financial Services experience is an advantage
Competencies
- Providing excellent customer service
- Delivering business results
- Team Working
- Adapting to change and uncertainty
- Managing the Customer Relationship
- Self motivation
How to apply
Send your CV and covering letter to opportunities@scottishwidows.co.uk or apply online here.
Salary and benefits package
Basic salary £14,882 with potential to earn £18.605.50 and a bonus of 5% of salary per quarter, if targets achieved (35 hrs per week). We offer a comprehensive range of flexible benefits.
