Customer Service Executive

Reference:
15430
Division:
Salary:
Per Hour

Job description

To deliver an excellent service as an ‘information provider’ providing for the highest level of customer satisfaction to ensure customer loyalty to the Company.  Ensuring customers are fully informed and have been guided through their finance contract.

Compliance

  1. You are required to maintain ethical standards in accordance with Daimler AG Policies and the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.
  2. You must manage own area of responsibility ensuring you are compliant and able to operate within the UK Finance and Insurance compliance framework governed by the Financial Conduct Authority (FCA).

Furthermore, you must to maintain one’s own current industry knowledge, evidenced by an Industry Standards qualification.

Key Accountabilities

  1. Respond efficiently and professionally to incoming calls and provide one call resolution for customers and internal staff. 
  2. Answering queries in respect of products and services within the agreed time scales, investigating the queries on the various IT systems used throughout the Company.
  3. Taking ownership and working within guidelines to resolve customers’ and other departments queries on specific contractual matters, including the provision of settlement figures and general account enquiries, with responses verbally, electronically, as appropriate.
  4. Record all queries and action points on the customer contact system.
  5. Adhering at all times to the Data Protection Act, and Consumer Credit Act.
  6. Prioritise and organise work to make outbound calls when required.
  7. Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.

 

Ensure company standard of communication with customers (internal and external) reached on all calls adhering to strict targets

 

  • GCSE or equivalent English Language and Mathematics is preferable
  • Previous experience within a contact centre environment Desirable –
  • Previous customer service experience, preferably within the finance industry
  •    Effective telephone and negotiation skills in both written and verbal.
  • Keen eye for accuracy and attention to detail
  •    Demonstrate ability to learn and employ finance and credit-control knowledge
  • Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.
  • Preferably some knowledge of MBFS product portfolio, procedures and systems (Phoenix, Goldmine, SAP, Word, Excel).
  • Numerate
  • Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames
  • Awareness of FCA/DPA requirements desirable

 

Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your CV and application for this role will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion.

We hope you will apply for future roles that we advertise regularly on this website. However, to keep up to date with all our recruitment activity, please follow us on Twitter, like us on Facebook and check out our vacancy page on our website.

Smart Moves Recruitment is an Equal Opportunities Employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

 

 

 

 

 

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Smart Moves
51 Clarendon Road,
Radius House First Floor,
Watford, Hertfordshire,
WD17 1HP

Tel: 01908 308788
Fax: 01908 308780
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