Customer Service Agent

Customer Service Agent – Telephony
Salary: £21,840 per annum rising to £22,698 per annum upon completion of full training
Hours: 35 hours per week - Hours of work will be between 08:30am – 18:00pm Monday – Friday and 8:30am-12:30pm on Saturdays (Saturdays on a 1 in 6 rota).
(Part Time will be considered 9.00-13.00 / 13.00-18.00)
Permanent: Annualised hours contract
Location: Head Office, West Bromwich
Are you devoted to delivering superior Customer Service with a passion to make a difference? If that sounds like you, then we have your next new challenge waiting at the West Brom.
As a Customer Service Agent you will provide a service to inbound customer contacts through multiple communication channels, primarily by telephone, email and web chat and to make outbound contacts as appropriate to maintain or enhance that service. You will ensure our customers’ needs are at the forefront of your day every step of the way. The focus will be on providing comprehensive and knowledgeable information regarding mortgages, investments and other financial services as appropriate.
At the West Brom you’ll have every opportunity to take the next step and keep moving: we’re well known for providing excellent development support and always promote from within wherever possible.
Key responsibilities are:
• Delivery of satisfactory customer outcomes, which are right, first time
• Management and prioritisation of own workload
• Delivery of outstanding Customer Service which meets department service and quality standards, for every interaction with the customer, whether external or internal
• To ensure all Risk and control framework requirements are adhered to
• To develop own skills on an ongoing basis, maintaining Personal Development Plan
Skills & Attributes
You will have excellent front line Customer Service skills and be able to communicate effectively. This is a busy role, therefore you will have effective time management skills and be able to work effectively using your own initiative or as part of a team. You will possess a positive attitude with personal drive and be able to respond positively to working within a pressurised environment.
What’s in it for you?
We wholeheartedly believe that our people are our greatest asset, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:
• At the West Brom you’ll have every opportunity to take the next step in your career. We provide excellent personal development and always look to promote from within wherever possible.
• Our Talent Management processes are running throughout our business, they fully aim to attract, on board, develop, motivate, and retain high-performing employees. We firmly believe our Talent management helps to improve business performance through practices that make employees more productive.
• Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
• Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
• Social club membership – dozens of discounts available for a wide variety of family days out and events
• Performance related pay scheme
• Corporate health plan with the option to include family members
• Discounted travel cards
• Life assurance provided by the Society at 4 times your salary
Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.
The West Brom are a Disability Confident employer and encourage disabled applicants and applicants from diverse backgrounds to apply. We will consider requests to make adjustments to our recruitment process and offer a guaranteed interview to disabled applicants meeting the essential criteria. Should you require assistance please do not hesitate to email.
Check out our careers page to find out more about our culture, values and benefits. https://www.westbrom.co.uk/careers. If you share our values and our enthusiasm, then you will find at home at the West Brom.
Do it today and click apply!
*Please note – We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*
Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.