Customer Service Adviser
Skills & Experience
- Customer service experience
- Excellent telephone manner
- Technical understanding
- Organizational and planning skills
- Able to work under pressure
- Self-motivated and pro-active
About 360 Lifecycle
360 Lifecycle was launched into the financial market providing an end-to-end practice management system, that supports mortgage and insurance advisers to grow their business.
Whether it is arranging a mortgage or protecting clients against the unknown; we help businesses and clients succeed.
Responsibilities & Duties
- To effectively manage large amounts of incoming calls and be the first point of contact for our users
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution
- To ensure all customer interactions are recorded on the Helpdesk System
- To ensure that the service provided to the end users of the systems is of the quality expected and to raise to the Customer Service Supervisor any failures in this category
- To prioritise own workload, multi-task and manage own time effectively
- To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly
- To fully understand the needs of the end users and come up with solutions to their needs
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor
- To build strong relationships with users and clients through proactive communication
- To use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems
- To use the knowledgebase as the first point of call for troubleshooting customer queries/issues
- To ensure the knowledge base is populated with all issues encountered and resolved
- To identify opportunities for upsell of products
- To represent, promote and maintain a positive attitude and image for the Helpdesk team
- To keep up to date with external factors concerning the company, especially in the Financial Services sector (g. MCD)
- To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently
- To ensure product knowledge is always up to date, and to ask for additional support if/when needed
- Carry out any other duties appropriate to the role
Our location
Head office
360 Lifecycle, Unit 18B, East Link, Meridian Business Park, Leicester, LE19 1XW
Registered office
12-14 Upper Marlborough Road, St Albans, Herts, AL1 3UR
Opening hours
Monday - Friday 9:00am-5:30pm
Responsibilities & Duties
- To effectively manage large amounts of incoming calls and be the first point of contact for our users
- To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution
- To ensure all customer interactions are recorded on the Helpdesk System
- To ensure that the service provided to the end users of the systems is of the quality expected and to raise to the Customer Service Supervisor any failures in this category
- To prioritise own workload, multi-task and manage own time effectively
- To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly
- To fully understand the needs of the end users and come up with solutions to their needs
- To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor
- To build strong relationships with users and clients through proactive communication
- To use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems
- To use the knowledgebase as the first point of call for troubleshooting customer queries/issues
- To ensure the knowledge base is populated with all issues encountered and resolved
- To identify opportunities for upsell of products
- To represent, promote and maintain a positive attitude and image for the Helpdesk team
- To keep up to date with external factors concerning the company, especially in the Financial Services sector (g. MCD)
- To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently
- To ensure product knowledge is always up to date, and to ask for additional support if/when needed
- Carry out any other duties appropriate to the role
About 360 Lifecycle
360 Lifecycle created the software for mortgage and insurance advisers. Whether it is arranging a mortgage or protecting clients against the unknown; we help businesses and clients succeed.
Our location
Head office
360 Lifecycle, Unit 18B, East Link, Meridian Business Park, Leicester, LE19 1XW
Registered office
12-14 Upper Marlborough Road, St Albans, Herts, AL1 3UR
Opening hours
Monday - Friday 9:00am-5:30pm
Benefits
Be part of an award-winning and expanding business with over 6,000 users of our CRM within the financial advice industry.
Competitive salary and bonuses
25 days holiday plus bank holidays
Hybrid working between home and our Leicester office
Access to Perkbox discounts to help employees live and work better
Healthcare and pension scheme
Hours of work 9-5:30, Monday to Friday
