Customer Service Call Handlers/ Call Centre Agent/ Contact Centre Associates FIRM TEAM The role As an associate working in the fast-paced firm side of the Contact Centre, you'll be in the frontline of our organisation dealing with calls from financial services firms that are regulated by the FCA.
This is a challenging and rewarding role, and you'll be given the tools and technical training to guide firms through their regulatory requirements, in the ever-changing world of financial regulation.
Key roles & responsibilities:
Answering a variety of telephone calls (30-40) and drafting written correspondence on a daily basis
Providing accurate and up to date guidance to firms using appropriate tools e.g. in-house knowledge base and external websites
Dealing with challenging calls or correspondence and liaising with other FCA staff where appropriate on complex queries
Identifying and escalating situations where there is potential risk to the FCA objectives
Working as part of a team to meet the challenging goals of the department and the wider FCA organisation.
About you Minimum skills 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.
Before you apply, we encourage you to learn more about Financial Conduct Authority
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Excellent verbal communication and listening skills
Ability to work in a demanding, high volume of queries environment
Proficient IT skills
Previous contact/call centre experience
Knowledge of Financial Services products
A general knowledge of the FCA rules and regulations
An ability to make judgement based decisions.
About the FCA 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. 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 (Associate)
The salary range will be 23,000 GBP plus a comprehensive benefits package including:
An annual incentive bonus scheme
An additional flexible benefits allowance of circa 1,400 GBP to 1,500 GBP
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
Career and family leave
Flexible working options
An interest-free season ticket loan of up to 7,500 GBP
Selection Process (subject to change):
Stage 1: On-line application, please submit your CV
Stage 2: Telephone interviews
Stage 3: Telephone role plays interviews if successful, you will be invited to
Stage 4: Face to Face competency based interview
Applications for this role close on Sunday 20th January 2019.
N.B. You must be available to start by 25 th March 2019. You will also need to be available for 8 weeks following your start date, due to your training period where annual leave is not permitted.
For internal and referral applications, please contact Georgi Kostasdinov on firstname.lastname@example.org and for external applications, please contact Vijay Patel on Vijay.email@example.com if you have any questions about the role.
Please note - Applications must be submitted through our online portal. Applications sent via email will not be accepted.