Customer Operations - Associate
Customer Operations - Associate
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Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Internal Firm Services - OtherManagement Level
AssociateJob Description & Summary
About the role:
Within Customer Operations we support various clients in carrying out business as usual surge capacity and remediation activities for their customers. We do this primarily from Belfast and by providing cost effective solutions access to subject matter expertise and operational excellence disciplines. Where issues have been identified that impact upon customers our teams help to address these in a compliant pragmatic and sensitive manner. The work the team does often involves dealing with sensitive conversations and speaking to vulnerable customer groups meaning there is a large purpose driven element to the work which is very rewarding.
What your days will look like:
Our highly skilled team of associates quality checkers and team leaders work as one team to help our clients with customer groups who at some point may have been disadvantaged.
You could be working and providing support on a range of projects that can include customer contact remediation complaint handling dealing with vulnerable customers patient outreach corporate collections and more to ensure the best possible outcome for our client and their customer.
You will be responsible for ensuring the right result for the customer and the client whilst delivering the highest standard of service at all times. You will be a true people person.
- Take full ownership of customer cases from initial contact to resolution using calls emails and letters to provide updates collect information and offer reassurance.
- Deliver a high-quality personalised customer experience by understanding individual needs resolving issues efficiently and collaborating across teams.
- Maintain accurate records follow validation processes and adapt to shifting priorities projects and feedback from leaders to improve performance.
- Work collaboratively to share best practices meet productivity targets and continuously enhance quality and process efficiency through feedback and experience.
This role is for you if:
A Level or equivalent qualifications and GCSE Maths and English (grade C or above).
Experience within a customer facing space such as financial services (including banking insurance wealth) government and health utilities or other related sectors
Previous customer contact/telephony experience with proven verbal and written communication skills (if not through experience an aptitude to do this work is key)
Ability to understand and apply policies and procedures
Experience/ability to conduct sensitive conversations with people with empathy and understanding escalating where appropriate
What youll receive from us:
No matter where you may be in your career or personal life our benefits are designed to add value and support recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Business Process Outsourcing Claims Performance Management Communication Complaint Management Compliance Auditing Compliance Review Contract Review Corrective Actions Customer Data Management (CDM) Customer Due Diligence Customer Handling Data Entry Data Quality Data Quality Assessment Delivery Excellence Emotional Regulation Empathy Inclusion Intellectual Curiosity Legal Document Review Managed Services Optimism 15 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
IC
Employment Type
Full-Time
