Customer Services Assistant – Contact Centre *Location: Aylesbury
*Job Type: Full-time 9am - 5pm (office based)
We are seeking a dedicated Customer Services Assistant to join our Contact Centre team at our head office in Aylesbury. This role involves delivering high-quality customer service primarily via telephone, ensuring that all customer interactions are handled promptly and effectively in line with our established procedures.
Day-to-day of the role: *Answer calls promptly and manage them according to specific procedures, ensuring productivity and quality targets are met.
*Listen attentively to understand and meet the needs of our customers.
*Perform ad hoc tasks as required within the contact centre environment.
*Comply with the FCA’s conduct rules and the PRA’s standards, ensuring all regulatory requirements are met.
*Notify regulators of matters that are reasonably expected to be disclosed.
Our Contact Centre is a team of 10, including their manager 
The team answer calls from life insurance and pensions customers, IFAs, Group Scheme Trustees, averaging between 300-400 calls a day, 500 in busy periods like Tax Year End. They consistently meet their service levels for answering calls.
The team are very experienced across many products over a long period of time – average length of service in our contact centre is 19 years!
Required Skills & Qualifications: *Excellent oral communication skills and telephone manner.
*Strong listening skills and the ability to focus on customer needs.
*Ability to work effectively as part of a team.
*Basic numerical skills.
*A good understanding of Contact Centre processes and systems.
Benefits: *Up to £25000 and benefits package
*Bonus scheme - up to 10%
*Opportunities for professional development and training.
*Supportive team environment focused on performance and quality.
To apply for this Customer Services Assistant position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.