Customer Service Representative (Call Centre) 

Customer Service Representative (Call Centre) 

Location: Brighton 

OneFamily are recruiting for Customer Service Representatives to provide our customers with award winning customer service. We have several positions available as 5-month fixed term contracts. Our customer service team are currently working remotely which means you will be providing those excellent customer service experiences from the comfort of your own home. These are full time positions working 37.5 hours per week. Start date for these positions is Monday 15th March. 

We are looking for hard working, professional candidates with a passion for customer service. You will have a background in providing customer care and experience using your interpersonal skills to build relationships. As this role is home based, you also need to be able to work independently and be comfortable managing your own workload. 

Our successful candidates will be required to complete their initial training in our central Brighton office, perfect for local candidates. A full risk assessment has been carried out in line with government guidance ensuring we have in place practice social distancing measures. Details will be shared as part of our on-boarding journey. 

Key Accountabilities: 

• Dealing with inbound calls from customers. 
• Putting our customers at the heart of everything we do, using common sense and judgement to find the best outcome for each customer. 
• Being proactive in responding to queries in the most efficient way possible for the customer and OneFamily. 
• Taking ownership of a customer’s query from start to finish, making sure it’s responded to within the agreed service level. 
• Identify and implement opportunities to improve the customer experience, and how we work, to support a culture of continuous improvement. 
• Work with Customer Services to share knowledge, and also keep yours up to date by supporting the teams with work from time to time. 

Skills, Knowledge & Experience: 

• Customer focused - the ability to see through complicated situations, understand the impact on the customer, and being creative in your approach to problem solving - getting to the heart of what really matters 
• Excellent verbal and written communication skills - able to communicate in a way that reflects the brand and is also tailored to an individual customer’s needs in a clear, balanced and thoughtful way
• Attention to detail - making sure any complaints that require a written response are right first time, as well as maintaining an accurate complaint database
• Exceptional interpersonal skills - able to build effective relationships, communicate with, and influence, a wide range of people, internally and externally 
• Able to work independently - prioritising workloads, meeting tight deadlines and targets 
• Have experience in delivering excellent customer service. 
• Practical Knowledge of Office 2010 and Outlook 

Following training: 

• Detailed understanding of OneFamily’s past and current product range, including features, T&C’s, and output 
• Knowledge of company and regulatory complaint handling guidelines 
• Good understanding of the FCA and PRA framework, including TCF outcomes, and how these relate to your day-to-day work 

Other:  

This role is based from home where calls will be sent through to you using an online system. For this you will need internet access with a strong connection. 

We love to provide our customers with award winning service, therefore, a quiet place to take calls at home would be beneficial. 

In return we offer: 

• Competitive salaries 
• Relaxed dress code 
• 25 days paid holiday, plus bank holidays 
• Generous bonus scheme 
• Excellent voluntary benefits scheme 
• Medical Cash Plan 
• Pension contributions 
• Enhanced maternity, paternity and adoption leave 
• Staff Introduction scheme 
• Life Assurance 
• Reward & Recognition schemes 
• Leadership programmes