Customer Service Advisor

We are looking to welcome new frontline Customer Service Advisors to join our busy inbound Contact Centre team. You'll work at the heart of Customer Operations and will be key to building and maintaining customer relationships.

You'll be answering a wide variety of customer service queries via phone (typically 30 - 40 per day), email and live chat. You'll work Monday - Friday during sociable daytime hours, generally between the hours of 8am and 6pm.

Typically, you'll start in our Customer Engagement Centre, looking after a high volume of policy enquiries, and as you gain more experience within the business, we'll upskill you to move into the different specialist teams, who look after more technical queries for Claims, Servicing or New Business for Pensions and Investments.

What you'll be doing:

• Logging relevant tasks after each call to ensure that customer service enquiries are actioned appropriately.


• Manage complaints effectively, owning the complaint until resolved or transferred.


• Liaise with the back office and technical teams in-order to resolve customer queries where you can


• Identifying and creating sales opportunities from inbound calls in line with personal and team targets.


• Administrative work between customer service calls
  
  Transferable Customer Service experience- either face to face or over the phone; perhaps you've worked in retail, hospitality or similar


• A natural desire to help people, and are passionate about your work


• A great engaging telephone manner and attention to detail- it's all about communication, so we need both written and verbal skills


• Willingness and desire to undergo training


• The ability to manage complaints effectively, taking ownership and resolving
  
  As a proud mutual since 1841, Wesleyan is committed to creating brighter financial futures for our customers and members. We specialise in providing financial services to some of the nation's most trusted professions: GPs, hospital doctors, dentists, and teachers.
  
  28 days annual leave (plus 1 additional "culture day" & bank holidays) - increases to 30 days with 5 years' service


• Free secure underground Birmingham city centre parking (available on weekends for personal use - subject to availability)


• Annual performance-based bonus


• Pension contributions matched (+ 2%)


• Cashback and discounts on major brands in retail, leisure, health, and wellbeing


• Enhanced maternity & paternity pay


• 2 volunteering days per year