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Customer Service Senior Telephone Associate

  • Job reference IFDS/TP/32427/10023
  • Job type Full Time
  • Sector
  • Location Stirling
This vacancy has now expired.


  • This is a pivotal role to provide an effective and efficient service to one of IFDS' biggest client's Partners and customers via telephone communication
  • Enhancing and confirming our reputation as a truly customer focused Company
  • Ensuring Service Level Agreements and Key Performance Indicators are met
  • Shift work between 8am and 8pm. Only 1-2 weeks of 12-8pm in every 12-16 weeks. Most other shifts are 8-4, 9-5 or 10-6


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • flex benefits scheme
  • No onsite parking

Main Responsibilities

Customer service and quality focus: To provide an effective and efficient service function to Partners and clients.

  • Team work: Support colleagues, add to success of the Contact Centre, attend and contribute to team meetings.
  • Flexibility: Display flexibility and adaptability at all times in response to the challenging, changing environment.
  • Be prepared to achieve and exceed minimum standards in line with KPIs & SLA's both in terms of quality & productivity. Develop an understanding of profiles/products to be able to deliver an outstanding customer experience
  • Develop and improve communication internally and externally to enhance the customer service within all business areas of IFDS.
  • Integrity: Actively seeks and responds to feedback, achieving personal and team objectives.
  • Additional responsibilities. Complete any other appropriate ad hoc tasks as directed by the Management Team

Ideal Candidate

Previous experience of financial services and/or Contact Centre Essential

  • Excellent verbal, numeric and keyboard skills (essential)
  • Customer focused (essential)
  • Ability to work under pressure with an energetic and flexible attitude (essential)
  • Good MS application skills (essential)
  • Knowledge of FSA regulatory environment (desirable)
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