Customer Operations (Service Delivery) Internship

Job Purpose

Mobilize FS is placing great focus on customer satisfaction and service delivery. In turn, all customer contact channels and our performance with meeting customer expectations is of paramount importance. As a Customer Service intern, you will be heavily involved in projects being led to improve and implement new infrastructure and processes for delivering this service.

In addition, you will be responsible for supporting the Service Delivery team with Development, Training & Quality, system maintenance and continuous improvement, systems and processes.

Responsibilities

• Carry out all required reporting available to drive performance on a daily, weekly, monthly and annual basis.
• Continuous maintenance and improvement of CS Handbook site and data contained within it
• Scheduling of department training considering time, resource and availability constraints of a large team
• Working with the team leaders, consider the volume of contact through calls, email, survey escalation and new contact channels to review the forecasted staffing position to optimise performance.
• Act as a key co-ordinator for the continued implementation and support of platform delivery and increased channels
• Create and maintain project plans – following up actions
• Involvement in Customer Service operational meetings, assessing and working actions agreed on
• Involvement in Product meetings, assessing and working actions agreed on
• Minute taking in management meetings when required

The Service Delivery Intern placement offers three key areas of responsibility which are closely interlinked. Each intern will take a lead in one of these areas with a view to be cross functional and adapt to business needs, working closely with each other to achieve deadlines.

Projects & Continuous Improvement

• Collaborate closely with service delivery coordinators and the product owner to support the delivery of strategic projects and continuous improvements in system maintenance and processes.
• Act as a key coordinator for the ongoing implementation and support of platform delivery and the expansion of channels.
• Create and maintain project plans, ensuring follow-up on actions and timely completion of tasks.
• Participate in Customer Service operational meetings to assess and implement agreed-upon actions.
• Engage in Product meetings to evaluate and execute agreed-upon actions.
• Maintain clear and effective communication with various stakeholders, including team members, managers, and suppliers, to ensure alignment on project goals and progress.

Reporting and Data Analysis

• Responsible for gathering and organising data from various sources, ensuring accuracy and integrity.
• Analyse operational data to identify trends, patterns, and anomalies, offering insights to support decision-making.
• Preparing detailed reports and presentations to communicate findings and solutions to stakeholders.
• Additionally, collaborate with different departments to understand their data needs, support the operations team in data-related tasks, suggest process improvements, create data visualisations, and ensure data quality through regular checks and validations.

Quality and Development

• Supporting the delivery of a new Quality Framework that encompasses all areas of operations, assurance feedback, and first and second level controls to ensure regulatory requirements are met.
• Additionally, ensuring good customer outcomes in adherence to Consumer Duty guidelines.
• Working with the data output provided from the framework project to identify trends, concerns and highlight training needs.
• Support with communications management project delivering a brand-new knowledge base to be utilised by operations.
• Involvement in departmental meetings reviewing trends in performance, scheduling and quality outcomes.

Knowledge and Skills

• Strong written & oral communication
• Proficient in MS Word, Excel & Power Point
• Flexible & Innovative approach to decision making and problem solving
• Effective prioritisation, organization and time management skills
• Customer Focused – always consider the ‘Customer Experience’
• Pro-active and resilient attitude
• Strong Interpersonal skills with the ability to work effectively with individuals at all levels and present to a variety of audiences including senior leaders
• SHIFT Values

Individual Conduct Rules

• Acting with integrity.
• Acting with due skill, care, and diligence.
• Being open and cooperative with regulators.
• Treating customers fairly and with respect.
• Observing proper standards of market conduct.
• Ensuring effective control of the firm’s business.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.