OVERALL SUMMARY
Join Close Brothers Premium Finance Team where you will be responsible for the first-time resolution of inbound intermediary contact by offering exceptional Customer Service.
Working as part of the Premium Finance team, our ideal team member will have the skills and capability to ensure the level of Customer Service offered each time will exceed intermediaries’ expectations, ultimately ensuring Close Brothers Premium Finance is seen as a company that is easy to do business with.
RESPONSIBILITIES
Owning and driving resolution over the phone with our internal and external customers.
Achieving top quartile Customer Satisfaction / Quality scores.
Responding to all inbound calls adhering to set targets (daily, weekly and monthly).
Updating all system notes at the end of the call ensuring they meet the department’s required standards.
Ensuring Close Brothers Premium Finance maintains compliance with all applicable regulation. This will include ensuring Close Brothers Premium Finance is always compliant with the FCA and PCI principles and internal procedures for Treating Customers Fairly.
Adhering to the Complaints management process and adopting a proactive approach to problem solving to prevent escalations.
Be a team player and participate in employee recognition programs.
Participating in testing new system changes as and when required.
From time to time carry out any other additional duties that may be required.
Contribute to the overall Customer Services strategy and operational deliverables by taking ownership of your own workload in a fast-paced environment.
Ensure you personally demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment.
Adopting a professional manner in all interactions with internal and external customers
WE WOULD LOVE TO HEAR FROM YOU IF HAVE / ARE :
Excellent communication and customer service skills.
Exceptional verbal, written and interpersonal skills
Ideally previous customer service experience
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE / ARE :
Contact Centre Experience
Experience within a customer services-based environment, preferably within the financial sector or a regulated industry
Private medical
Stakeholder pension contribution
Purchase additional holiday
Cycle to work scheme
Save As You Earn scheme
Discounted health checks
Private medical
Discounted health checks
Stakeholder pension contribution
Cycle to work scheme
Save As You Earn scheme
Discounted health checks
Cycle to work scheme
Save As You Earn scheme
Purchase additional holiday
Maternity leave
Emergency backup care
Life assurance
Saving for the future
Access to our financial education advice system, moneytalks closebrothers
Discounted financial advice from our colleagues in Close Brothers Asset Management
A 10% contribution towards our group stakeholder pension plan post probation, providing you contribute 5.3%
Access to Close Brothers Asset Management’s mortgage desk, helping you to find the most competitive mortgage
Save As You Earn (SAYE) share scheme
Buy As You Earn (BAYE) share incentive plan 
