Customer experience specialist Work, Jobs in Roehampton, Gtl (with Salaries)

Customer Service Live Chat Agent
Mr Lender —Loughton
- Full-time
- Microsoft Word
- Microsoft Outlook
- Customer service
- Free parking
- Annual leave
Quick apply
11d
Junior Marketing (Customer Insight) Analyst
Abel & Cole —Putney
- Up to £35,000 a year
- Full-time
- Hybrid work
- Communication skills
- Marketing
- Employee discount
Quick apply
Customer Service Advisor
Bb Mand —London
- £14 - £16 an hour
- Full-time
- CRM software
- English
- Data entry
- Free parking
- Paid training
Quick apply
3d
Customer Service/Triage Specialist
Workplace Options —London
- £27,000 a year
- Full-time
- Hybrid work
- Conflict management
- Communication skills
- Employee assistance programme
- Gym membership
Quick apply
Customer Support Specialist
Fuse Energy —London
- £30,000 a year
- Full-time
- Bachelor's degree
- Communication skills
- Annual leave
Quick apply
Specialist: Full-Time, Part-Time, and Part-Time Temporary
Apple —Kingston upon Thames
- Temporary
Customer Support Specialist - UK
splose —London
- Full-time
- Hybrid work
- Communication skills
Quick apply
3d
Private Receptionist
MyHealthcare Clinic —Clapham Junction
- Up to £26,000 a year
- 8 hour shift
- Microsoft Word
- Management
- No experience needed
- Employee discount
Quick apply
6d
Team Member
Bb Mand —London
- £14 - £16 an hour
- Full-time
- Sales
- Computer literacy
- Driving
- Free parking
- Paid training
Quick apply
3d
Customer Service Specialist
United Legwear and Apparel Company —London
- £30,000 - £40,000 a year
- Full-time
- Hybrid work
- Microsoft Excel
- ERP systems
- English
Quick apply
14d
Head of Customer Experience
Galeta —London
- £60,000 - £70,000 a year
- Full-time
- CRM software
- Management
- Customer service
- Employee discount
Quick apply
Sales Advisor
Bodypower Sports plc Fitness Superstore —London
- £30,000 a year
- Full-time
- Customer service
- Merchandising
- In-person
- Free parking
- Employee discount
Quick apply
6d
Customer Experience Executive
One Retail Group —London
- Hybrid work
- Continuous improvement
Vulnerable Customer Specialist
Stream —London
- Hybrid work
- Financial services
- Communication skills
- Annual leave
Quick apply
11d
Customer Success Specialist
Malt —London
- Hybrid work
- CRM software
- English
- Conflict management
- Annual leave
Temporary Sales Assistant - UNIQLO Kensington
UNIQLO —London
- £14.80 an hour
- Part-time
- Customer service
- Employee discount
4d
B2B Experience Specialist
Partner Retail Services —London
- £30,784 - £35,000 a year
- Full-time
- Employee discount
Quick apply
Sales Associate - Under Armour
Battersea Academy for Skills & Employment —London
- Part-time
- Customer service
- Computer literacy
- Computer skills
Quick apply
6d
Customer Support Specialist
ZELP —London
- Full-time
- Hybrid work
- CRM software
- English
- Analysis skills
Quick apply
Customer Care Specialist
Prima —London
- Hybrid work
- Data entry
- Communication skills
Quick apply

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customer experience specialist jobs near roehampton, gtl

Customer Service Live Chat Agent

Mr Lender -
Loughton

Quick apply

Job details

Full-time
11 days ago

Benefits

Free parking
On-site gym
Annual leave
Company pension
Company events
Private medical insurance
Gym membership
Referral programme
On-site parking

Qualifications

Live chat
Microsoft Word
Financial Conduct Authority guidelines
Microsoft Outlook
Customer service
GCSE
English
Arrears management
Customer interaction
Phone etiquette
Signposting to community resources
Communication skills
A Level

Full job description

Job Title: Customer Service Live Chat Agent

Salary: Competitive

Main Purpose of the Role: The main focus of the Customer Service Live Chat Agent role is to focus on communicating with customers via Live Chat and email communication who are contacting us about upcoming payment/accounts or overdue payments and treating them with forbearance and due consideration.

Benefits:

Working within a newly refurbished dedicated office space with free onsite employee gym
Access to a large breakout space with comfortable seating, pool table and arcade games
Free on-site parking
Central Line Train station within one-minute walk with quick access to Central London
Close road links to M11/M25/A406/A12 and London
Social events
Pension Scheme
Healthshield (health cash back scheme and counselling services)
28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
Eye Test / Glasses reimbursement scheme
Various team and personal reward incentives

Main Duties and Responsibilities:

Communicating with customers who have contacted us via LiveChat and Email, about their upcoming agreed payments or who have failed to meet one or more of their agreed repayments when they fall due and assessing each customer’s individual circumstances, on a case-by-case basis, to ensure that appropriate forbearance and due consideration is given, and good outcomes are achieved.
Ensuring that at the point the customers contact us all account records and notes are reviewed thoroughly to fully understand the customer’s situation and needs (including any preferred communication channels).
Ensuring that staff recognise when information about a customer’s needs is relevant to future interactions and making a record of it on their account.
Communicating with and completing all actions for a customer, in a timely manner and required time frames, to help ensure the customer is put in a position where they can make effective decisions, on an informed basis, to help achieve good outcomes and customer experience.
Ensuring that where repayment plans are offered as a form of forbearance, the customers’ needs are taken into consideration, and the repayment plan is affordable and sustainable for the customer.
Identifying where the customer is at risk if approaching arrears and ensuring the relevant support and forbearance is offered.
Ensuring that where the customer is approaching arrears or in arrears, they are signposted to free debt support advice and money guidance and told the potential benefits of accessing this and the different range of delivery channels available.
Identifying signs and triggers which could indicate the customer is vulnerable and ensure that relevant procedures are followed in supporting these customers (for example, where necessary referral to the Specialist Customer Support Team) so that customers who have characteristics of vulnerability, are not disadvantaged. Ensure that customers who are in an active repayment option and struggling to meet their required repayments are passed to the Repayment Support Team so the appropriate forbearance and support can be provided.
Ensuring that all communications with customers are clear and easy to understand and adapted to meet the customer’s information needs, to equip them to make decisions that are effective and properly informed.
Tailoring communications, in line with our vulnerability and reasonable adjustment policies, procedures and processes, to consider the characteristics of the customers intended to receive the communication.
Sharing ideas and feedback with your line manager where, through your day-to-day experience with customers, you identify that improvements can be made to the customer journey and/or customer outcomes.
Supporting colleagues and the wider department to ensure department aims are achieved.
Work towards achieving daily and monthly targets both individually and as a team.
Ensuring that you adhere to the FCA Conduct Rules and all relevant policies and procedures (and accompanying processes), which include (but are not limited to):
Forbearance Policy and Procedure,
Vulnerability Policy and Procedure
Customers in Financial Difficulty Policy and Procedure
Data Protection Policy and Procedure
Acceptable Usage Policy
Data Retention, Archiving and Destruction Policy
PCI DSS Procedure; and
Security and Password Policy.
Being flexible with your skillset to enable you to support with other areas of the business where needed

This is a summary of the role and you are expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Experience and attributes (Essential):

Commitment to perform to high standards and:

act with integrity;
act with due care, skill and diligence;
being open and cooperative with the FCA and other regulators; the PRA and other regulators;
pay due regard to the interests of customers and treating them fairly; and
act to deliver good outcomes for customers

Understand the requirements of Principle 12 (Consumer Duty), specifically relating to:

PDL’s products and services meeting the needs of its target market including any vulnerable consumers to ensure good customers outcomes in regard to:
affordability,
sustainability,
appropriate marketing,
sound customer understanding (across the customer base); and
high levels of customer support.

Job Type: Full-time

Benefits:

Company events
Company pension
Free parking
Gym membership
On-site parking
Private medical insurance
Referral programme

Education:

GCSE or equivalent (required)

Experience:

customer service: 1 year (preferred)

Work authorisation:

United Kingdom (required)

Work Location: In person

Quick apply

Refine Your Search

customer experience specialist jobs in roehampton, gtl

Customer Service Live Chat Agent

Junior Marketing (Customer Insight) Analyst

Customer Service Advisor

Customer Service/Triage Specialist

Customer Support Specialist

Specialist: Full-Time, Part-Time, and Part-Time Temporary

Customer Support Specialist - UK

Private Receptionist

Team Member

Customer Service Specialist

Head of Customer Experience

Sales Advisor

Customer Experience Executive

Vulnerable Customer Specialist

Customer Success Specialist

Temporary Sales Assistant - UNIQLO Kensington

B2B Experience Specialist

Sales Associate - Under Armour

Customer Support Specialist

Customer Care Specialist

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