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Job description

Customer Service Call Handlers/ Call Centre Agent/ Contact Centre Associates
Are you naturally curious? Do you enjoy investigating, making your own judgements and working with others? If this sounds like you, come and explore some of the great opportunities afforded by the role of a Customer Service Call Handler in the Consumer Helpline at the FCA.
About the FCA Consumer Helpline:
At the FCA, we're creating a fair and more resilient financial system. We're establishing more transparent relationships between financial services and their customers, building trust in financial markets and protecting vulnerable consumers.
  • We help prevent consumer detriment by educating people about how to protect themselves against scams
  • We gather intelligence around the conduct of regulated firms
  • We guide consumers on a broad range of queries about financial services and products
  • The Role
    As an Associate, you will be the first point of contact for Consumers contacting the FCA.

    The role requires a balance of offering excellent service, with an investigatory mind-set. You will be curious, able to gather relevant information, be resilient and able to work to SLAs, using your own judgement and building relationships across the organisation.

    For further insight into what it is like to work in our department, watch the following video.by copying and pasting this link into your browser: https://www.youtube.com/watch?v=0z8fHMw3m9g

    Before you apply, we encourage you to learn more about Financial Conduct Authority

    Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

    Articles you might like

    https://www.youtube.com/watch?v=0z8fHMw3m9g

    Key roles & responsibilities:
    • Responding to consumer calls on a wide range of financial issues
    • Liaising with other FCA staff to resolve complex queries
    • Drafting written correspondence
    • Using judgement to absorb, interpret and summarise large quantities of information
    • Identifying and escalating cases where there is a risk

    What will I get from the role?
    • You will make a significant contribution to the aims of the FCA to protect consumers and reduce harm.
    • Working for the regulator, you will be part of a team that plays a critical role for everyone in the UK who is a consumer of financial services
    • You will develop your spoken and written communication skills, exercising your judgement to gather intelligence to feedback into the organisation
    • You will be in regular contact with the rest of the FCA, and will build relationships beyond your direct team building your knowledge of financial regulation
    • You will enter an environment of continuous learning, receiving first class training and support
    About you Minimum
    We're a signatory to the Government's Disability Confident scheme. This means that we guarantee an interview to any disabled candidates entering under the scheme, should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidates CV.
    • Excellent written communication skills
    • Proven customer service experience
    Essential
    • Excellent spoken communication skills, including active listening and using simple language
    • An investigatory mind-set, knowing how to find answers
    • An ability to make judgement-based decisions, using analytical skills to clarify situations
    • Excellent relationship building skills, building rapport, adapting to and empathising with others
    • Resilient, able to work to SLAs even when under pressure
    • Positive, composed, impartial and productive
    Desirable
    • Previous contact/call centre experience
    • Knowledge of Financial Services products
    • A general knowledge of the FCA rules and regulations
    • Proficient IT skills
    • Understanding how individual issues form part of a larger picture
    The FCA's Values & Diversity
    Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator.

    As an inclusive employer, we are open to considering flexible working arrangements. Please contact our recruiter if you wish to apply for this role on a flexible basis.
    Useful Information
    • This role is graded REG A
    • The salary range will be 23,000 with a framework to progress to 28,000 (competence based) plus a comprehensive benefits package including:
      • an annual incentive bonus scheme
      • an additional flexible benefits allowance of circa 1,400 to 1,500
      • a competitive non-contributory pension scheme
      • private medical cover (employee) and annual health screening
      • life assurance and income protection cover
      • a subsidised on-site fitness centre
      • an interest-free season ticket loan of up to 7,500

    Applications for this role close on Sunday 3 rd February 2019. Due to the high volume of vacancies to fill, we strongly advise you to submit your application in advance of this deadline. Application outcomes will be communicated throughout the advertising period.
    Selection Process
    • Stage 1: On-line application, please submit your CV
    • Stage 2: Telephone interviews, including a listening exercise, are expected to be scheduled week commencing 7 th January 2019
    • Stage 3: Telephone role play interviews are expected to take place week commencing 14 th January 2019
    • If successful you will be invited to a face to face competency-based interview

    If you are interested to know more about the role:
    For internal applications, please contact Georgi Kostasdinov on Georgi.Kostasdinov@fca.org.uk
    For external applications, please contact Vijay Patel at Vijay.Patel@fca.org.uk

    Please note, applications must be submitted through our online portal. Applications sent via email will not be accepted.

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    Industry
    Regulation
    Job Sector
    Customer Service
    Job Position
    Customer Service Advisor
    City/Town
    London
    Address
    London, UK Show on map
    Post date
    Closing date

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