Inbound Call Handler - Brentwood, United Kingdom - Nicholas Howard

Nicholas Howard

Verified Company

Brentwood, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Nicholas Howard Limited is delighted to be recruiting for a new and exciting role as an Inbound Call Handler.

Based in Brentwood, the purpose of the role is as follows: To provide an initial point of contact for inbound telephone calls.

To take payments from customers over the telephone.
To set up Direct Debits with Customers over the phone.
To adjust or change payment methods over the phone.
To process redemption requests from Customers and authorized 3rd parties.
Where engagement is required, to transfer customers to the relevant team or take messages and arrange call backs.
To identify, respond to and log any complaints, and escalate as appropriate in line with company complaints handling procedure.
To be clear and fair in all dealings with customers and third parties, in accordance with FCA principles with particular emphasis on the Company's TCF policies.
Adherence to regulatory requirements and the Company's internal policies and procedures are also a key responsibility of this role.
You will work principally on your own initiative, although in close liaison with the Team Leader, in order to meet all objectives, within specified time scales.

The above duties are not an exhaustive list. The job holder may be required to undertake additional duties as the needs of the business dictate, which may include other areas of the business.

Key Accountabilities:

Personal Conduct:

Adhering to, and promoting adherence to, internal values and the FCA's Conduct Rules by rolemodelling and upholding these standards in all activity undertaken.
Acting with integrity, due skill, care and diligence; being open and cooperative with Swift's regulators; paying due regard to the interest of customers and treating them fairly; and observing proper standards of market conduct.

Front Line Call Handler:

To take payments from customers over the telephone.
To take messages from customers when the account managing team are not available, arranging call backs in line with company policy.
To identify and log any complaints, and escalate as appropriate in line with company complaints handling procedure.
To set up Direct Debits with Customers over the phone.
To adjust or change payment methods over the phone.
To process redemption requests from Customers and authorized 3rd parties.
To resolve Complaints from Customers or 3rd parties, where possible at the initial stage of complaint handling.
Maintain a high quality of customer service.
To be clear and fair in all dealings with customers and third parties, in accordance with FCA principles with particular emphasis on the Company's TCF policies.
Ensure that all possible steps are taken to reduce the business exposure to loss, including recognition and resolution of fraud and money laundering.
Ensure compliance with corporate policies & process criteria at all times.
Maintain accurate records relating to all activities carried out and in particular with all dealings with the customer.
Contribute to identification and development of innovative processes.
Contribute to an open environment in which all parts of the business can present and discuss issues, strategies and innovations.
Take ownership of selfdevelopment and performance. Complete 100% of own regulatory elearning and associated classroom based training.