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Customer Service Administrator

Epsom, Surrey
£20,000 to £23,600
Job Type
21 Jul 2022
  • Job Title/Location: Customer Service Administrator, Surrey/WFH
  • Salary: To £23,600 + bonus/overtime adds c.£1,000 - £1,500 + pension
  • WFH: Average working week is 2 days office, 3 days WFH. During training period, all office based
  • Requirements: Experience dealing with complex queries, ideally within the Financial Services, Insurance or Banking sectors. Graduates with some customer service/retail experience also considered
  • Role Snapshot: Dealing with queries from current customers (this is not a 'sales type call handling role), regarding mortgage and investment/savings products. 40% of the role is admin based

A genuine mix of phones based customer service and administration - typically 3 days p/w dealing with queries, 2 days p/w focusing on administration

The Company: Our client is a highly professional financial services company who base their customer services model on just that, first rate customer service as opposed to the hard sell. Mortgages and Savings products are their key markets with this role exposing you to both sides of the business.

The Role: These roles are open due to internal promotions - a great company to develop with long term. You will be joining the Customer Service teams now numbering c.25 staff. The focus is on servicing existing customers with their mortgage and savings/investment products. Initially you will get to grips with the administrative element of the role and gradually gain exposure to calls from brokers and customers. The teams split their week between admin days and calls days, alternating through the week. As a business, their focus is very much on providing first class customer service with a requirement that potential candidates can show a "Customer Comes First" focus. People regularly progress into our clients other specialist teams, so those that apply themselves can definitely progress within the business. The main elements of the role include:

  • Maintain an up to date knowledge of all products and services offered by the company
  • Dealing with customers on a daily basis, both over the phone and via email
  • Pro-actively following up enquiries via marketing and the website
  • Carrying out market research and analysis of results when necessary
  • Dealing with all general special tasks and projects that are customer related
  • Liaise with external suppliers and maintain business relations with third parties as required

Hours - a rota system of Monday to Friday 8am - 6pm (working 7.5 hours between these times). Also, a half-day one Saturday per month (9am - 12pm) for which you get overtime at 1.5 x hourly rate. Initial training is office based.

Skills / Experience Required: As mentioned above, for this Customer Service Administrator role our client will consider people who have dealt with complex customer queries or indeed have worked in phones based roles within Financial Services, Insurance or Banking sectors. Graduates also considered with some previous/recent customer services/retail experience. Good MS Office experience is required, along with an eye for detail and the ability to work accurately within a fast-paced environment.

Additional Information: This is a great opportunity for career progression. Salary is to £23,600 along with an annual bonus, overtime, good company benefits inc. pension and professional study sponsorship. The Saturday overtime and company bonus would mean approx. an additional £1,000 - £1,500 on top of your basic salary + the other benefits.

The Customer Service Administrator position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 25 years of experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, paraplanners, sales support, marketing, underwriters and IT related roles. Check the website and feel free to call Darren Snell at any time.

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  • Job Reference: 663276156-2
  • Date Posted: 21 July 2022
  • Recruiter: ARC
  • Location: Epsom, Surrey
  • Salary: £20,000 to £23,600
  • Sector: Administration
  • Job Type: Permanent