Customer Support Representative at IQVIA handling customer inquiries and resolving issues efficiently while maintaining service quality standards. Managing incoming requests and participating in departmental goal - setting.
About the role
- Customer Services Representative in Leeds handling customer inquiries in a busy contact centre. Responsible for complex queries and maintaining customer confidence in investment products.
Responsibilities
- Working as a Customer Services Representative in our brand-new purpose-built offices, you’ll answer calls from our customers, playing a key role within our Specialist Contact Centre in Leeds City Centre.
- You’ll have the right conversations to fully understand customer needs, taking personal ownership of each interaction, understanding their unique situations, and responding with efficiency, professionalism, and knowledge to maintain our reputation and build confidence in our products and services.
- Our products include Trading Accounts, Stocks & Shares ISAs, and SIPP accounts.
- We provide the tools and trading platform to enable our clients to make confident, informed investment decisions.
- You’ll be working on highly complex customer queries relating to our products, which require high standards and attention to detail to ensure our customers are getting the experience that they expect and deserve.
- The position requires managing multiple tasks simultaneously, alongside the typical pressures associated with a busy contact centre environment.
- Therefore, resilience and the ability to remain composed under pressure are essential qualities for success in this role.
- In this role, no two days will be the same. You’ll be building relationships with new people every day.
Requirements
- Be customer-focused, so candidates must have experience in a contact centre environment working on complex products.
- Be dedication, motivation, driven, and have a passion for assisting customers. You’ll need to be a real people person, with excellent listening and communication skills.
- You’ll build fantastic knowledge of our investment products and services to help resolve increasingly complex customer queries in a professional and consultative manner.
- Experience working in an FCA-regulated business and understanding regulatory requirements is also advantageous.
- Ability to build rapport with customers across all communication channels.
- Proficient IT skills — ability to navigate a broad range of internal systems.
- Confidence in working independently and making decisions, including appropriately escalating issues.
- Ability to multitask — navigating different systems and processing information while talking to customers.
- A team player — supporting colleagues and promoting a positive work environment and team spirit.
- Enthusiasm to keep learning and developing your skills.
- Ability to provide the best service experience for customers via phone, written channels, and social media.
- Ability to provide customer information, manage customer access, respond to enquiries, and handle complaints.
- Experience with Consumer Duty Outcomes.
- Knowledge of our products and how they work.
- Previous experience within Financial Services, Pension products, or Customer Services.
- Clear communicator
- Strong team player
- Demonstrated passion and drive for delivering the best outcome
- Moving with speed – delivering faster and better
- Decisive and takes ownership of outcomes
- Not afraid to challenge and be open to challenges
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Job title
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