Blue Arrow are recruiting on behalf of our major financial services client for Customer Service Advisors (Telephony based role).You need to be flexible to work both from home or in the clients West End Edinburgh offices.This is an ongoing temporary contract, Pay Rate �10.32 per hour, 35hrs per week, shifts are between Monday to Friday 8:00am - 6:00pm and possibly a Saturday Morning Shift (9am-1pm) every 5th week.This is primarily a telephony based role where you will be handling a variety of queries from customers regarding theirprivate Retirements pensions, Work Place Pension or Protection/insurance policies in relation to their pensions.Duties will include:Taking incoming calls from existing customers to resolve queriesUsing effective communication to deal with enquiriesLiaising with colleagues in other parts of the business, where necessary, in order to provide high levels of serviceUpdating customer requests, handling queries and resolving any customer issues in relation to their pension/protection policyAct as a source of expertise to junior/less experienced colleagues providing coaching and support where necessary and identifying more formal training where appropriateIdentify and suggest improvements to new and existing processes, procedures and systemsDemonstrate core group values & behaviours as an active team memberWork is typically allocated and monitored on a weekly to monthly timeframeWorking Environment/LocationThe location for this role is the West End of Edinburgh City Centre, although there may be requirements for remote working so you must be flexible to attend the office and/or work from home.In order to work from home you must have a quiet area with no interruptions, no background noise/people and WiFi with good signal.You will be responsible for delivering exceptional service to our clients Life and Pensions customers.The primary focus is our client's customers, and we are passionate about making a difference in the business and keeping the customer at the heart of everything we do.Skills/Experience Required:Telephone Experience & Customer Service ExperienceGood communication - oral and writtenEmbrace 'in the moment' coaching to develop your skills and knowledgeTake ownership of all customer requestsMaintain operational accuracyContinuous improvement mind set which will be evidenced in the improvement of customer centric measuresAbility to make good decisions for customers using sound judgement - understanding customer, colleague and business impactUnderstanding and interpreting data at a basic levelDeveloping over time, a deeper level of expertise in all areas of our end to end Pensions journeyFlexible, adaptable to change and willing to embrace new ideas