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Customer Services Advisor – Academy
First Central. Provide customer service via phone, email and webchat .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service management, with a strong focus on improving customer journeys and delivering accurate outcomes. Proficient in data analysis and compliance with FCA requirements, ensuring adherence to company policies and continuous improvement initiatives.
Highest-signal resume keywords
Customer Service ExperienceFCA Requirements KnowledgeData Analysis SkillsMicrosoft Excel ProficiencyProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceData AnalysisProcess ImprovementStandard Operating ProceduresPolicy ServicingPerformance ObjectivesSystem TestingImplementation SupportCustomer Feedback RepresentationContinuous Improvement
Soft Skills
Verbal CommunicationWritten CommunicationTime ManagementOrganizational SkillsAttention to Detail
Tools & Technologies
Microsoft ExcelMicrosoft Word
Industry Keywords
FCA ComplianceConsumer DutyCustomer JourneyGroup Code of ConductFitness and Propriety Policies
About the role
Key responsibilities & impact- Provide customer service via phone, email and webchat
- Own, improve and shape the customer journey
- Review and improve standard operating procedures and deliver continuous improvement
- Deliver customer service activities and contribute to improvement initiatives
- Represent customer feedback and meet agreed service and performance standards
- Manage caseload and deliver against key performance objectives
- Support customers with policy servicing activities across the non-claims lifecycle via phone and digital channels
- Follow established processes and procedures to deliver accurate customer outcomes
- Provide feedback and insights for process improvements and ways of working
- Participate in testing system and process changes
- Support onboarding of new products and services
- Support testing and implementation of new initiatives
- Comply with the Group Code of Conduct, Fitness and Propriety policies, Company Policies, Values, guidelines and relevant regulations
Requirements
What you’ll need- Knowledge of FCA requirements, including individual responsibilities in relation to Consumer Duty
- Proven customer service experience
- Good verbal and written communication skills
- Good time management and organisation skills
- Problem-solving skills with a logical approach to resolving problems
- Good data and statistical analysis skills
- IT and software skills, including good Microsoft Excel and Word knowledge
- Self-motivated and enthusiastic
- Attention to detail and accuracy
- Organised and proactive approach
- Ability to work on own initiative and as part of a team
- Flexible approach and positive attitude
- Desire to learn and develop through continuous training
- Customer-focused approach
Benefits
Comp & perks- Hybrid working after six months: 3 days at home and 2 days in the office (Tues & Weds)
- First 6 months in the office full-time for training and support
- Continuous training and development opportunities
- Career progression and opportunities to grow