Senior Process Associate Voice

Job description

Purpose of the role: HCL administers life and pension policies on behalf of clients. The role of a call handler is to support customers who contact IBS in connection with their policies. Call handlers will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to verbal enquiries in plain English, keeping customer satisfaction at the core of every decision and behaviour. Role description: To respond to all customer queries from policy holders accurately in accordance with current service level standards in terms of timescales and quality. Responding will be done verbally and in writing where required to avoid unnecessary hand offs and achieve high first point resolution. To provide excellent customer service and to focus on positive customer outcomes at all times escalating issues where these outcomes are at risk. To take responsibility for achieving individual utilisation and quality targets and positively contribute to the embedded values and culture of Operational Excellence. To comply with all regulatory requirements and processes, for example anti – money laundering and data protection in order to prevent breaches and identify fraudulent activity. Key Responsibilities Key tasks and responsibilities: · To respond to verbal enquiries received from policyholders, IFA's and third parties providing a "one stop" service where possible. Keeping customers informed of any delays in accordance with procedures and managing expectations whilst remaining professional and polite at all times. - Work to KPI targets based around quality and productivity across inbound and outbound call channels. - Deliver a great caller experience focusing on great call energy and customer outcomes. - Consistently demonstrate behaviours expected in a high-performing team environment. · Process all calls to the agreed quality standards · To ensure that all enquiries are recorded correctly on the relevant business systems · Takes ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and to minimise regulatory breaches. · To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate. · Understands team role in delivering customer value by working with colleagues to ensure consistent performance. · To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures. · To participate in project work where required · To undertake any other duties as may be deemed appropriate by the Team Leader. · To 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). · To 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. Maintaining the data protection ideals of clear desk, secure storage and secure PC. · To ensure that the requirements of all Company policies are met and acted on as necessary (for example whistle blowing, money laundering, dignity at work). · To ensure that the business operating systems utilised are used correctly and professionally. · To ensure that incidents are recognised and reported immediately in line with the incident management process. Skill Requirements Essential Criteria Education/Qualifications/ Training · GCSE Maths and English grade A-C Specific Job Skills · Good listening and questioning skills · Strong verbal communication skills Experience · Computer literate and adaptable in using different software solutions · Experience of working in a customer services environment - Comfortable working in a targeted environment Experience working in contact centre preferred Personal Qualities · Calm, confident telephone manner · Team player · Thorough and accurate with attention to detail · Flexible approach and self-motivated to develop knowledge and skills to continually improve Other Requirements Working conditions (i.e. shift work, flexi time, overtime): • 37 hours per week • Flexible working hours (in line with business needs) • Hybrid working available after successfully passing probation Note: This is a description of the duties and responsibilities of the post at the date of production. The duties may change over time as requirements and circumstances change. The person in the post may also have to carry out such other duties as may be necessary from time to time. HCL is an equal opportunities employer. Job Types: Full-time, Permanent Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ab