Job Description

Location: 69 Morrison Street, West End, Edinburgh, EH3 8BW.

Job Title: Customer Service Advisor

Duration of Assignment: Ongoing temporary contract with Permanent and Progression opportunities available

Pay Rate: £12.08 per hour (+USH payments/Pay Progression/Flex Pay/Overtime Rates) & potential Annual Bonus

Shifts and Hours of Work:
Full Time - Monday to Friday
35-hour week
Must be able to work all shifts between 8am and 6pm
All candidates are expected to be able to work all shift patterns on a rotational basis, you will have 8 weeks' notice of shift pattern.
Opportunity for Hybrid Working after training.

Training:
Training Period: 8-10 weeks
(Please note - there are no holidays during the training period)

Contact details: Blue Arrow Office - 0131 220 1255

Division within LBG: Scottish Widows

Selection Process: Telephone Based Interview with Hiring Manager

Job Description:
Telephony-based role where you will be handling a variety of inbound calls from customers regarding their Private Retirements Pensions, Workplace Pensions or Protection/insurance policies in relation to their pensions.
Taking inbound calls from existing customers to resolve queries around their Private Retirement Pensions, Workplace Pensions or Protection policies.
Can also be taking calls from IFA's (Independent Financial Advisors)
Calls are customer led.
Helping customers to log in, resolve issues etc and walking them through the process over the phone.
Using effective communication to deal with enquiries.
Emailing a customer as per request and uploading any necessary documents
Updating customer requests, handling queries, and resolving any customer issues in relation to their pension/protection policy
Identify and suggest improvements to new and existing processes, procedures, and systems.

Benefits:
Fully paid training & excellent career development opportunities.
Great rates of pay which is paid weekly/Overtime opportunities.
Generous holidays with 28 days per year.
Working as part of a diverse workforce that embraces individuality.
Being part of a team that helps Britain prosper.
Excellent training and on-going support
Pay progression.
Opportunity for potential extension or a permanent position
The opportunity to work with some of the most influential and experienced managers in the banking industry.

Working Environment/Location Details:
West End of Edinburgh City Centre.
There may be requirements for remote working so you must be flexible to attend the office and/or work from home.
To work from home, you must have a quiet area with no interruptions, no background noise/people and Wi-Fi with good signal.

About Scottish Widows:
Scottish Widows is a key part of Lloyds Banking Group and we put our customers at the heart of everything we do.
Insurance and Wealth Customer Delivery provides critical services to our customers, supporting them with their insurance needs.
We are responsible for delivering exceptional service to our Life and Pensions customers.
Our primary focus is our customers, and we are passionate about making a difference in our business and keeping the customer at the heart of everything we do.
We are focused on continuing to improve service to our customers, to simplify our business, and to make Insurance and Wealth Customer Delivery a great place to work for our colleagues.

Skills/Experience Required:
Perfect position for those looking to kick-start their financial services career having just finished Education or further enrich their pre-existing Customer Service career.
Telephone Experience & Customer Service Experience.
Good communication - oral and written.
Able to commit long term - this is an ongoing role with permanent possibilities.
Embrace 'in the moment' coaching to develop your skills and knowledge.
Take ownership of all customer requests
Maintain operational accuracy.
Continuous improvement mind set which will be evidenced in the improvement of customer centric measures.
Ability to make good decisions for customers using sound judgement - understanding customer, colleague, and business impact.
Understanding and interpreting data at a basic level
Developing over time, a deeper level of expertise in all areas of our end-to-end Corporate Pensions journey
Flexible, adaptable to change and willing to embrace new ideas

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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