Customer Service Officer

Customer Service Officer . Our client based in Bristol at Emersons Green near the junction of the M4 and M32 ( so commutable from Bristol ,Bath ,Chippenham ) are experts in the compliance industry; focussing mainly on the Motor Trade and Travel . They have one of the UK's largest regulatory networks with many retail sites across the UK benefiting from a range of Finance and Insurance services.

Office - Homeworking 50/50

Reporting to Customer Service Team Leader

Looking at a start date of 1st September - Annual Salary: £25,000

Hours of work: The position is full time, permanent. 37.5 hrs per week. Mon-Fri. Core benefits include;

• Flexi-time: Employees can accrue a maximum of 2 days TOIL (time off in lieu) per calendar month.
• TOIL requests to be approved in agreement with manager, to meet business needs.
• Holiday: 25 days per calendar year increasing to 28 days. (1 additional day per full year worked).
• Birthday: Birthday day off (following completion of a 6-month probationary period).
• Pension: Employer contributory pension of 3% (after 3-month deferment period). Employee contribution 5%.
• Health Care: Once an employee reaches 1 year of service, they will be entitled to join the company’s private health care scheme. Employer contribution limited to £30 per month for years one to three, and then increasing to £50 per month after 3 years.
• Holiday Buy Back: up to a maximum of 5 days are allowed per calendar year.
• Memberships: Relevant and agreed professional business-related memberships will be paid.
• Community/Charity work: Paid time off to do pre agreed community/charity work -up to 5 days per year.

Home working operates up to 5 days out of every 10, on a rolling fortnightly schedule.

Full-time, Permanent

By providing Appointed Representative status to their Customers , they shoulder the burden of compliance ( of being Directly Authorised by the Financial Conduct Authority (FCA) ) so their customers can concentrate on running their day to day businesses selling cars and holidays ; saving them time, money and stress.

They are recognised not only as the UKs premier alternative regulatory solution but with a depth of knowledge and the ability to adapt to any secondary retail scenario, insurers and retailers alike look to them for support, no matter what their sector. We ensure that we stay ahead of our competitors by being at the forefront of technical innovation and providing a great user experience.

Purpose of the role:

The Customer Service Officer position is permanent and full-time, the successful candidate will report into the Customer Service Team Leader and will work in collaboration with the Customer Service, Compliance and Operational teams to support the business functions and provide business support to a Network of Appointed Representatives

Key Deliverables:

Duties to include but are not limited to:

• Handle inbound/outbound calls & email enquiries to agreed company standards, whilst maintaining appropriate records.
• To monitor and ensure caseload is managed within agreed parameters.
• Monitor Appointed Representative Regulatory Reporting to ensure received within set timescales.
• Undertake sales data reconciliation for reporting accuracy.
• Manage record reconciliation with other staff members and escalate any identified risks.
• Collate Management Information & produce reports as requested.
• Provide general business support where required.
• Meet personal/team led targets and adhere to company call handling standards.
• Ensure work is completed to internal procedures and FCA regulatory requirements.
• Ensure non-compliance is correctly recorded and resolved.
• Generate (on a needs-based approach) sales leads from inbound support queries.

Key Competencies:

• Manage the customer relationship with a professional approach
• Provide excellent customer service
• Have good self-presentation and excellent inter-personal skills
• Possess attention to detail skills
• Readily accept responsibility for your work
• Able to make good decisions by using information effectively
• Self-disciplined/motivated with excellent time management
• Be risk focused

Desirable Skills and Experience:

• Customer Service, Managing Processes, Coordination, Time Management, Communication Skills, Professionalism, Time Management, Quality Focus, Problem Solving, Multi-tasking
• Computer literacy including MS Office.
• Knowledge of FCA and Insurance regulation would be an advantage.

Training and development

We pride ourselves on offering continuous training & development along with career progression opportunities for all employees. Appropriate training will be provided as the role demands ensuring the individual is set-up for success.

A Truly Diverse Place to Work

Company celebrates the diversity of our people and we welcome applications from everyone.

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

Working pattern

We are currently performing all interviews, assessments, and background checks online to ensure the safety of everyone involved. Our employees are currently working to a hybrid working pattern, with home working in place for our staff who choose to work remotely. Home working operates up to 5 days out of every 10, on a rolling fortnightly schedule.

Should you be successful in securing a role you would be expected to travel into the office during your initial induction period & to attend Monthly Team Meetings where required.