Job Description

As a valued member of our Customer Services Operations Team at Siemens Financial Services, you'll play a vital role in delivering exceptional service to both internal and external stakeholders. Managing high-volume customer interactions through multiple channels, you'll bring your enthusiasm and professionalism to every conversation. This opportunity is ideal for someone who takes pride in providing outstanding customer experiences and wants to contribute to our values of responsibility, excellence, and innovation.
It's incredibly important that our people enjoy working here and therefore we take great pride in having a friendly, helpful and engaging culture. We also appreciate that development and training is important to many and that's why we have a supportive environment which invests in our employee's development.
This role will be based in our Stoke Poges office with 2-3 days a week in the office.
What part will you play?

• Effectively liaise with internal and external customers by telephone, letter and e-mail in response to queries.
• Respond to all customer queries and requests in an accurate and timely manner.
• Process transfer requests, financial amendments and refund requests on customer contracts within appropriate time-scales.
• Ensure Customer Records are kept up to date and accurate.
• Pro-actively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.
• In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer's experience and lead to business efficiencies.
• Maximise upon revenue opportunities for SFS through identification and capture of sales-leads, the collection of transfer / admin fees where appropriate and effectively deal with potential debt issues, resolving problems where possible to prevent arrears / bad debt.
• Work to industry and regulatory guidelines and time frames.
• Effectively and efficiently deal with switchboard calls for SFS ensuring that we deliver exceptional service and direct customers to the right person or department.

What skills and experience will you bring to the role?

• Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
• Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.
• Experience in using Microsoft Office packages.
• Excellent Communication skills - both verbal and written.
• Good Organisational and time management skills.
• Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.

About Us
At SFS, our people are our most important asset, and what matters to them matters to us. We are committed to driving positive change in society and the workplace. Watch our video to find out more -
What can we offer?

• Performance-Based Bonus: Enjoy a quarterly bonus linked to your performance
• Flexible Working Hours: Achieve a healthy work-life balance with our flexible working arrangements
• Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
• Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days.
• Private Healthcare - Free BUPA plan, plus subsidised healthcare for immediate family members

We are fully committed to providing equal opportunities and building an inclusive workplace where a broad range of backgrounds and perspectives thrive. We embrace the many ways people think, learn, and experience the world-because we know that diverse minds drive innovation. So that we can support you to be your best during the application and interview process, please let us know if you have any specific requirements.
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Skills Required