About This Role

Summary of the role

Deliver remarkable customer service to customers and advisers by efficiently & confidently managing inbound telephone calls. Maintain, develop and apply knowledge of all of our products and processes in order to respond to queries and requests from customers and less experienced members of staff, relaying information from and updating the relevant systems. Improving overall customer service and ensure the department is meeting regulatory requirements through training and coaching support of the Customer Service Representatives.

What you'll be doing

• Quality standards achieved, to ensure our customers receive correct information
• Individual, team and department KPIs achieved
• Develop and maintain technical knowledge of Friends Life (FL) products, proposition and process in order to respond to complex customer enquiries and requests (written/oral/ telephone/electronic) and provide relevant and accurate information in a compliant manner and within agreed service levels
• Support CSRs with technical and complex queries
• Provide coaching support to colleagues by conducting fair and consistent monthly audits on telephone calls and work following the Friends Life quality standards. Conduct root cause analysis on the audit results, technical database and complaints tracker, identifying training needs and work with the team manager to improve and maintain individuals results against objectives
• Ensure that all regulatory requirements are handled in line with company procedures and support colleagues with customer complaints (including complaints when the customer insists on speaking to someone else)
• Instigate and drive through opportunities for best practice to improve efficiency of processes
• Plan and manage own day to day work
• Proactively utilise technical knowledge to provide training to CSR's and support accreditation to less experienced colleagues. Work with colleagues to ensure the department training and accreditation material is kept up to date
• Be aware of and adhere to the FSA's Principles of Business. Act as an advocate for Treating Customers Fairly
• Support projects where required. Represent the department acting as a technical/process subject matter expert

What we're looking for

• Excellent communication skills (written and verbal) including questioning and influencing techniques
• Flexibility and adaptability to cope with change
• Planning and organisational skills
• Strong numeric skills
• The ability to analyse & interpret information
• Self-starting and pro-active ability to work on own initiative
• PC skills including knowledge of Microsoft Excel, word & PowerPoint
• Experience of working in life and pensions industry and an understanding of regulatory requirements
• Experience and knowledge of Friends Life products and propositions
• Ability to apply product and system knowledge across a breadth of queries

The hiring manager to contact is: Lauren Horn Email: lauren.horn@dgaviva.com

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