Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

• Demonstrate commitment to treating customers fairly through behaviours and results. This includes putting yourself in the policyholder's shoes, managing their expectations, keeping them informed and communicating with them in clear, plain English(no jargon).
• Ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity.
• Maintain the data protection ideals of clear desk, secure storage and secure PC.
• Ensure that the requirements of all Company policies are met and acted on as necessary (for example, whistle-blowing, money laundering, dignity at work).
• Ensure that the business operating systems utilized are used correctly and professionally.
• Ensure that incidents are recognized and reported immediately in line with the incident management process.
• Respond to verbal inquiries received from policyholders, IFA and third parties providing a "one-stop" service where possible.
• Keep customers informed of any delays in accordance with procedures and manage expectations whilst remaining professional and polite at all times.
• Process all calls to the agreed quality standards for correctness and fairness.
• Ensure that all inquiries are recorded correctly on the Company Work Management System in order for work to be scheduled for the individual and the team and to provide an audit trail.
• Take ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and minimize regulatory breaches.
• Participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
• Understand the team's role in delivering customer value by working with colleagues to ensure consistent performance.
• Work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
• Participate in project work where required whether sponsored by the department or other areas of the company.
• Undertake any other duties as may be deemed appropriate by the Team Leader.

Education/certification

• GCSE Math's and English grade A-C

Key Skills Required

• Customer Service/GCSES
• Good listening and questioning skills
• Strong verbal communication skills