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
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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
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
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.