Job Details

Who we are looking for

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills, with fluency in English essential
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• Confident in having customer conversations
• High levels of accuracy and attention to detail
• Confident in working independently
• Confident in making complex decisions
• Self-motivated and able to affectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Experience in working with vulnerable customers
• Previous banking/ financial services experience is highly desired
• Previous call centre/ customer service experience is essential

Values we look for you to have

• Process Excellence - doing things well means something to you and you will always strive to improve on your work
• Collaboration - you enjoy working with others and you like working as a team player
• Communication - You can speak and write clearly and in a confident manner
• Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others.
• Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Critical thinking - you are abl to think logically when making decisions
• Solution Orientation - having a forward thinking mindset focused on resolving challenges
• Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset.

What will my role involve ?

• Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
• Follow Dispute processes to ensure customer satisfaction
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
• Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank's complete range of services
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Ability to react fast when the day gets busy and handle a wide variety of different customers - excellent time management
• Work with vulnerable customers, and helping to resolve complex cases
• Confident in following banking processes and being able to clearly explain these to our customer