Customer Service Representative

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Deliver an excellent level of service and a quality customer experience

within a busy call centre environment.

Professionally handle inbound and outbound customer telephone calls,

whilst maintaining confidentiality at all times.

Meet all individual and team targets, call centre service level agreements

and objectives.

Aim to deal with customers enquiries at the first point of contact.

Demonstrate excellent team working skills.

Have the ability to deal with potentially challenging conversations and

handle complaints effectively.

To be able to identify potentially vulnerable customers and display an

appropriate level of empathy.

Maximise all sales and retention opportunities where possible, along with

looking for opportunities to cross-sell and up-sell One Family’s products.

Maximise all continuous improvement and efficiency opportunities.

Promote the features and benefits of Family’s products relevant to the

customer’s needs and ensure customers have all necessary factual

information to enable them to decide whether to purchase on a nonadvised

basis.

Keep up to date with any changes to products, processes and

procedures, to ensure the customer is given the correct and relevant

information.

Complete a variety of administration tasks if required to assist other

departments within One Family.

Ensure that One Family’s five core values are an integral part of service

delivery,