Job Description

Customer Services at Blue

The Customer Services team serves as the first point of contact for our customers, ensuring they receive excellent service and support.

Overall Purpose of the Role

As a key function within the business, the team focuses on delivering first-call resolution while maintaining a positive and friendly approach.

Key Responsibilities and Accountabilities

Respond to Inbound and outbound telephone/email enquiries in a professional and courteous manner Maintain customer account records by recording / updating information as required Record any dissatisfaction / satisfaction information in line with the company procedures Contribute towards the team by working together to achieve the SLA requirements Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with To present the company in a professional manner and maintain confidentiality Identify and assess customers needs in order to achieve good customer outcomes and one call resolution where possible Completion of outbound welcome calls To complete all ad hoc tasks as distributed by the Senior / Team Leader Ensuring electronic and paper filing is up to date and always in order

Compliance and Regulation

Develop and maintain a full understanding of the Companys compliance requirements (including the Financial Conduct Authoritys Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.

Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the companys data protection policies and procedures. Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPOs overall oversight responsibilities.
For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals.
Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

Person Specification

Excellent customer service skills and awareness of the importance of the customer Excellent verbal and written communication skills with a customer-focused approach Strong interpersonal skills, able to establish effective working relationships at all levels Resilient, not derailed by a setback and returns to a high level of performance quickly Demonstrates a sense of urgency and good work ethic Ability to work with competing deadlines and priorities Good team player, flexible and able to work on own initiative Enthusiastic can do attitude and motivated to learn and keen to develop their career Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned Appreciates the importance of accuracy and attention to detail Ability to understand and comply with documented processes, policies, and procedures whilst maintaining accuracy and attention to detail Comfortable and competent with MS Office Knowledge of the FCAs Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty, is desired but not essential

Additional Requirements

This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder. From time to time, and within reason, you may be required to carry out tasks that fall outside of your positions remit From time to time, and within reason, you may be required to work outside of your standard contracted hours As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role. * Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.