Job Description & How to Apply Below
Customer Service Advisor and Customer Service Team Leader
Location:
Training full time 4-6 weeks onsite in Knutsford and then will be fully remote
Contract:
6 months
Hours:
Monday - Friday 9-5
Brief overview of the role:
Randstad Sourceright, a leading provider, is seeking Customer Service Advisors and Team leaders to join a well known bank. The roles are client Outreach linked to the business’s commitment to the Automation/Digitisation Plan.
Key Responsibilities:
* Provision of customer service through various communication channels including chat, email and phone.
* Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
* Development and execution of reports and presentations on customer care performance and communicating findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Essential
Skills:
* Extensive customer service excellence skills
* Ability to interact with customers/colleagues at all levels.
* Ability to work under pressure as part of a team and on your own. Use of initiative to make confident decisions that impact the business and/or our clients.
* Receptive to and supportive of change, excellent organisational and planning skills, excellent interpersonal and influencing skills.
Desirable skills/
Preferred Qualifications:
* Experience working within a contact centre environment.
* An understanding of the Data Protection Act, and a good understanding of Operational Rigour and Health and Safety, FCA, and Complaints procedure
* Knowledge of electronic banking and cash management products supported in role and MS products - including Word, Excel and PowerPoint.
* Demonstrate and contribute to the team culture & values, ensuring a positive working environment is maintained
* Ability to perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement
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