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Form of work
SalaryWork Location: Cobalt Business Park, Newcastle
Hours per week: Full-Time
Our Client has a long-established partnership with a Major UK High Street Bank, where they manage their personal lending business.
In this role, you will be handling customer queries from first contact to resolution. Working as part of a vibrant team in a busy, flexible contact centre environment, you will deliver exceptional Customer Service in a proactive manner through taking the time to understand the needs of each customer.
What are we looking for in our Customer Service Agents?
- Sociable, helpful and eager to provide excellent Customer Service to customers.
- Able to work in a busy environment, ensuring defined processes are followed.
- A good eye for detail, ensuring customer records are kept up to date and are accurate
- Keen to take responsibility for managing customer information in line with GDPR Experience of working with computer systems
- A relationship builder who enjoys collaborating with team mates to deliver that outstanding Customer Service together, and working together to identify continuous improvement ideas.
- And through all this achieve core Key Performance Indicators
Role Responsibilities:
- To act as the first point of contact for account holders via telephone, written correspondence and forms
- To guide account holders accurately and professionally through business processes enhancing the customer experience
- Adhere to and be familiar with Policies / Procedures, processing rules and systems
- To cross-train in all business areas so that cover can be provided for other staff as required
- Adhere to agreed call/ written quality standards
- To follow our client's administration policies and procedures with a common sense approach
Skills required:
Essential:
- Excellent telephone manner
- Ability to work on your own and as part of a small team
- Desire to help customers and enhance their customer journey
Desirable:
- Previous experience working in a Contact Centre
- Previous Back Office experience including letter writing
- Previous input capture experience, prepping mail, scanning documentation
Shifts are between 08:00 and 20:00 Mon- Fri and 09:00 - 18:00 Sat/Sun on a 6 week shift rotation
Successful candidates will be required to provide 3 years previous work/study history and pass a credit and criminal check .
