Key Duties:

·       Answer customer inbound calls in an efficient and effective manner providing the highest level of customer service by aiming to meet the needs of our customers at the first point of contact

·       Promote alternative delivery channels such as Internet Banking and IVR ensuring that all customers         are aware and have full access to the Bank’s complete range of service delivery channels

·       Ensure that all customers are dealt with in accordance with all compliance and regulatory        requirements (including internal processes and procedures) which aim to protect our customers as        well as the reputation of the Banking Group

·       Maintain a good understanding of Bank’s products and services including key features and benefits.

·       Ensure all Customer Complaints are recorded in line with the Group Complaint Handling Policy and where possible resolved at first touch, delivering a fair outcome for the customer.  Where not       possible to resolve at first touch, these complaints should be escalated immediately. Proactively look     to raise ideas to eliminate the root cause of complaints improving the experience for our customers

·       Ensure that all call handovers of Bank’s products and services including key features and benefits

The Ideal Candidate:

Strong customer focus skills and ability to promote service excellence in all interactions

Experience of working within a Financial services regulated contact centre environment (preferred)

Used to working in a high volume, fast paced environment

Solid analytical skills to undertake a range of basic calculations

Self-motivated, flexible and able to adapt to changing circumstances

Maintain knowledge of products and services and propositions and also those of our competitors

Excellent written and verbal communication skills, an eye for detail, spelling and accuracy

IT literate and competent using Microsoft office and in house systems

The Benefits:

Genuine career progression opportunities through our internal development programmes

Performance recognition schemes

28 days’ holiday inclusive of bank holidays, rising to 30 from year 2

Discounted holidays, flights & hotels

Discounted utility bills

Fantastic discounts from top retail brands

Employee Assistance programme available 24/7