Customer Care Advisor - Retail Community Banking - Banking
Pertemps are working in partnership with one of the largest banks in the UK. So if you've got experience in Customer Services or would like a career within the bank, we'd love to speak with you.
Location : Dunfermline
Pay Rate : £10.02 per hour
Start date - June 2021
Duration - 6 month ongoing temporary to permanent opportunity
Shift Pattern -
Full time 35 hours per week - Flexible Mixed shift pattern
Business operational hours - 07 : 00am - 23 : 00 - Monday to Sunday
Between 7am - 3pm starts
Working 5 days out of 7 days ( Over Monday to Sunday period )
Weekend Working - Maximum 2 weekend days over an 8 week period
Late working - 25% post 8pm working
Notice period - You will know what your shift pattern is 8 weeks in advance
For Example of how a 4 week shift rotation could work please see below -
Week 1 : Mon- 08 : 00-16 : 00, Tue- 08 : 00-16 : 00, Wed- 08 : 00-16 : 00, Thurs- 08 : 00-16 : 00, Fri- 08 : 00-16 : 00, Sat - OFF, Sun - OFF
Week 2 : Mon- 10 : 00-18 : 00, Tues- 10 : 00-18 : 00, Wed- 10 : 00-18 : 00, Thurs- 10 : 00-18 : 00, Fri- 10 : 00-18 : 00, Sat- OFF, Sun- OFF
Week 3 : Mon- 12 : 00-20 : 00, Tues- 12 : 00-20 : 00, Wed- 12 : 00-20 : 00, Thurs- OFF, Fri- OFF, Sat- 12 : 00-20 : 00, Sun- 12 : 00-20 : 00
Week 4 : Mon- 15 : 00-23 : 00, Tues- 15 : 00-23 : 00, Wed- 15 : 00-23 : 00, Thurs- 15 : 00-23 : 00, Fri- 15 : 00-23 : 00, Sat- OFF, Sun- OFF
KEY RESPONSIBILITIES :
Business area - Retail Community Banking
Telephony role - Responsible for delivering exceptional service over the phone dealing with customers at first point of contact.
Promote alternative delivery channels such as Internet Banking ensuring that all customers are aware and have full access to the bank's complete range of services.
Take ownership of customer problems solving them at first point of contact and escalate when required.
Contribute to the continuous improvement of the business by identifying and taking ownership of opportunities for improvement to the processes you use.
Mostly inbound but sometimes outbound is necessary to call people back.
Promote alternative delivery channels such as Internet Banking and other banking
Maintain a good understanding of Bank's products and services
Administration work - Sending emails, Processing work, updating in-house systems and aftercare work.
Working in a team environment in an open plan office.
EXPERIENCE REQUIRED :
Experience working in a Customer Service environment either over the phone or face to face
Excellent Communication skills - Written and Oral - Ability to build rapport with individuals at all levels
Customer focused and a proven track record in delivering excellent customer service
Computer Literate - Confident in navigating your way around different systems
Understanding and Interpreting Data at a basic level on inhouse systems
Flexible, Adaptable and able to adapt to changes
Team work - Ability to work independently and also as part of a team
Can do attitude and willing to learn
Positive manner and able to adapt to change
WHAT'S IN IT FOR YOU?
Excellent training - 4 - 6 weeks induction training
Great rate of pay - Increase after 6 months based on performance
Flex Cash Bonus after 12 weeks
AWR increase after 12 weeks
Overtime available once competent in the role
Potential to go permanent
If you are successful must be able to pass vetting checks which include a CREDIT CHECK and DISCLOSURE SCOTLAND check.
If you are interested please apply ASAP with your up to date CV if you have the required skills and experience we will give you a call to go over the process in more detail.