About This Role

• Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their needs
• Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and other delivery metrics, including customer feedback metrics. This may include making risk based decisions that support the delivery of good customer outcomes
• Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demand
• Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks  as appropriate
• Observe contractual and legal obligations by adhering at all times to Diligenta's corporate policies, procedures and guidelines. This includes, but is not limited to, Data Protection, Information Security, Anti-Financial Crime and other Compliance related Policies
• Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures
• Manage own workload to ensure personal and team targets are met
• Support achievement of departmental quality targets including achieving relevant sample size targets in line with the Quality Framework
• Support team managers in the analysis of quality audits to identify issues, trends and training needs, and make appropriate recommendations to ensure ongoing compliance with defined quality standards, and compliance with technical, legislative and FSA requirements, including money laundering
• Run MI and produce quality reports, disseminating to local management team
• Liaise with internal and external customers to ensure that the service proposition is achieved and customer relations are continually enhanced
• Establish & maintain strong working relationships with on shore and off-shore colleagues to ensure service levels are met though working as one team
• Maintain and develop good product and systems knowledge to meet objectives
• Develop the skills and behaviours targeted in the Personal Development Plan in order to support improved performance going forward
• Maintain and develop a good knowledge of relevant systems- BaNCs, Microsoft office, Jaspersoft etc
• Coach colleagues in own area of expertise so that they can complete their work to agreed standards, providing task based training where necessary
• Contribute to projects and company initiatives as required
• Identify and refer opportunities to improve working practices in own area so that improvements can be made to process, accuracy and efficiency
• Ability to work independently and make own decisions within the scope of the role

• Qualified to GCSE standard or equivalent, must include a minimum of Grade 4 Standard Pass or above in Maths and English. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential
• Ideally would have evidence of a positive experience within a customer facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks
• A confident, professional telephone manner and ability to effectively execute on the above duties, in both written and verbal form
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities
• Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure
• A proven track record of being strong team player with a positive experience within a customer facing environment in the Financial Service sector
• Ability to develop effective relationships with customers and clients by building credibility, respect and rapport to guide, analyse risks and make good judgements to resolve problems
• Must be clear and concise with written and verbal communication skills and pragmatic with a positive ‘can do’ and solution-focused attitude
• Must be willing to work in any areas of the business on request to support peaks in the team’s workload and cover for / provide support to other colleagues as required
• A willingness to undergo professional and relevant job specific qualifications and compliance to annual mandatory compliance training regime

The hiring manager to contact is: Chris Ware Email:\r\nchris.ware@dgaviva.com

Apply for this role: