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Customer Service Advisor - Sheffield Monday-Friday, 08:45 17:00, No Cold Calling, No Sales, Inbound Calls Only, Hybrid Working (50% monthly split required) Do you have a passion for customer service, excellent communication skills and the ability to handle challenging interactions? Would you like to work Monday-Friday? We are currently recruiting for a Customer Service Advisor to join our Sheffield team on an initial fixed term contract basis. Previous experience in pensions or working in a contact centre environment is not required. Full training will be given to ensure you are successful in your new role. Take a look at the below video to hear from a member of our team https://player/13488480 Skills and experience that will lead to success Experience of working within a customer service focused role with direct customer contact either face to face or via telephone. Active listening and good communication skills. A pro-active approach with the ability to resolve queries efficiently and effectively. Excellent attention to detail and commitment to provide ongoing quality. Good understanding of Microsoft applications What the day will look like Delivering excellent customer service, you will have the opportunity to help our customers with any day-to-day queries regarding their pension. Updating personal information with a high attention to detail. Processing requests for written information to be sent to our members. Providing accurate information from our knowledge/customer databases. Helping customers complete documentation Explaining our processes and setting correct expectations. Office base in centre of Sheffield to ensure you benefit from the supporting network that is Aon United, and are not isolated in your role. We work smartly in a hybrid environment requiring you to be in the office every week which additionally supports your on-going development and training needs Aon offers an environment where individuals can grow and develop in a rewarding role. We are confident that you will feel just as passionate as we do in empowering results for our customers and your career. You will have responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests, or reputation of any Group Company. How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. #LI-RC #LI-RC1 2539164
Our client is a marketplace connecting customers, lenders, and dealers. You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint-handling best practices. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners. As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines. Your Responsibilities Provide support in distributing new complaints cases daily. Managing a team of Complaints Executives supporting them with their development. Attend lender conference calls building relationships with key partners. Send updates to the team on their productivity stats & case KPIs. Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders. Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options. If appropriate, decide on the level of compensation to be awarded to customers - you will be responsible for choosing the right option. To be a champion of excellent customer service, be that directed at customer, lender, or dealer. To fully embrace "Treating Customers Fairly" and conduct business that conforms to this. Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders. To proactively seek to improve your own skills to the benefit of the company's service through the identification of training needs with your line manager. Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly. Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes. Skills and Experience Required Evidence of working in a complaint's role, managing complex complaints & processes Experience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business. An understanding of the legislation that governs the business and being able to see how that impacts on the business. Contact centre leadership experience. For more information contact Vicky