Customer Service Advisor

Our client a large and successful banking group are looking to recruit a number of agents to work on their Telephone Banking team based in Glasgow. This is a fantastic opportunity for candidates who are passionate about delivering excellent customer service and are looking to secure a long term role which will offer them development and a great rate of pay.

Due to the great training programme successful candidates are offered, vast experience is not required- just a passion and drive to work and be rewarded for everything they put in!

The office is based in Glasgow and this is a Customer Service Advisor role.

Salary:

****£26,000 per year- paid weekly****

Purpose of the role: To be the first point of contact for customers

Providing an excellent level of customer service to meet the needs of the customers

Extend and develop customer relationships

Very varied role, including compliance and complaints. Key Accountabilities:

• Answer inbound calls from customers 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.

• Contribute to the achievement of the Contact Centre Balanced Scorecard through the achievement of key aims and objectives.

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

• Ensure that all customers are dealt with in accordance with all compliance and regulatory requirements.

• Maintain a good understanding of company products and services including key features and benefits.

• Ensure that all call handovers to other areas of the Group are carried out in an effective and efficient manner.

• 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.

Hours of work: Shift patterns, Monday to Sunday 8am – 8pm, 5 days per week.

35 hours per week + over time available