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Customer Service Executive - Contact Centre

Job LocationEdinburgh
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and were looking for people who are excited about joining us on our journey. Were digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers.To help us achieve our vision were looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality,disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectivelydeliver in your role. What you can expect from us:We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
How do we support our employees: All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualifiedprofessionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support. Location: The successful applicant will work in a hybrid role, working remotely from home and in the office (Edinburgh, South Gyle). The Role: Prudential International Assurance (PIA) is an Irish regulated life insurance company and part of the M&G plc group. PIA offers investment, protection and savings products to UK residents, residents of certain crown dependencies and residents (typically expatriate)in selected European countries. The Contact Centre team will play a key role in ensuring customers and advisers have the best possible experience in their voice and digital communications with PIA. The Customer Service Executive (CSE) will play a key role in communicating with customers and advisers through incoming and outgoing calls, and respond to incoming emails and scanned letters, from customers and advisers, supporting a range of products. You will be key to accomplishing PIAs organisation vision by achieving personal objectives, working as part of a team and acting as a role model to colleagues. You will in turn be supported with your own development and career progression. You will be an excellentcommunicator, both verbally and written, with a strong customer focus, and be able to actively listen to and empathise with the customer. As a Contact Centre team member, you will be part of a small, friendly team who support each other to deliver great customer service. Key Responsibilities for this role:
  • To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products.
  • To inform customers and advisers by providing product and service information, answering questions, educating them on the use of the website and explaining procedures.
  • To update customer information and contact interaction history on the system and create work requests for other business units to ensure a seamless service to customers
  • To constantly identify and embrace opportunities for improvement
  • To actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectiv es
Key Knowledge, Skills & Experience:
  • Experience of customer service and administrative environments (preferably in financial services, but not essential)
  • Experience of handling calls in a Call Centre environment
  • Some experience of handling emails/secure messages in a contact centre environment desirable.
We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things

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