Customer Service Advisor
Pertemps TM
Dunfermline,Scotland,UK
1d ago

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 : £10.11 per hour

Start date - November 2021

Duration - 6 month ongoing temporary to permanent opportunity

Shift Pattern -

Full time 35 hours per week - 4 Day Week- Evenings Shift Pattern

  • Business operational hours - 07 : 00am - 23 : 00 - Monday to Sunday
  • Start times anytime between 11 : 15am to 11 : 15pm / Finish times anytime between 9pm to 11pm
  • Working 4 days out of 7 days ( Over Monday to Sunday period )
  • Weekend Working - Maximum 1 weekend days over a 4 week period
  • 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 - 13 : 15-23 : 00, Tue - OFF, Wed - OFF, Thurs- 13 : 15-23 : 00 , Fri- 13 : 15-23 : 00, Sat- 13 : 15-23 : 00, Sun -OFF

    Week 2 : Mon - 11 : 15-21 : 00, Tues -OFF, Wed - 11 : 15-21 : 00, Thurs - 11 : 15-21 : 00, Fri - 11 : 15-21 : 00, Sat - OFF, Sun - OFF

    Week 3 : Mon - 11 : 15-21 : 00, Tues - 11 : 15-21 : 00, Wed - 11 : 15-21 : 00, Thurs- OFF, Fri- 11 : 15-21 : 00, Sat -OFF, Sun -OFF

    Week 4 : Mon - 12 : 15-22 : 00, Tues -12 : 15-22 : 00, Wed -12 : 15-22 : 00, Thurs -12 : 15-22 : 00, Fri-OFF, 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
  • Monthly Pay
  • Overtime available once competent in the role
  • Potential to go permanent
  • Career Development
  • 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.

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