Job Description
Customer Service Advisor - Banking (Needs Met Agent)
You'd be working in a contact centre role in Newcastle upon Tyne helping customers over the phone who are interested in taking out or refinancing a personal loan for a well known high street bank.
* Contract type: 6 months, permanent thereafter.
* Potential: May lead to a permanent role
* Pay Rate: £15/Per Hour
* Work schedule: 37.5 hours per week (ONSITE)
o Shifts between 8am-8pm (Mon-Fri) and 9am-6pm (Sat-Sun)
o No bank holidays
o Shifts planned in a 6-week rotation for predictability
* Location: On-site only (not remote)
Role Overview
The Needs Met Agent plays a key role within the customer service team, assisting customers with enquiries related to loan applications, refinancing options, and existing loan accounts.
The role involves handling a high volume of customer calls while delivering professional, accurate, and efficient support, ensuring customers receive the correct outcome on the first contact whenever possible.
Key Responsibilities
Customer Service & Support
* Act as the first point of contact for existing and new customers regarding loan enquiries and applications.
* Handle incoming calls related to new loan applications, loan refinancing, and account enquiries.
* Deliver a consistent, positive customer experience while resolving queries efficiently.
Case Handling & Compliance
* Accurately capture and maintain customer information in compliance with GDPR requirements.
* Ensure all interactions meet banking regulatory standards and company procedures.
* Maintain confidentiality and security of customer data at all times.
Performance & Service Delivery
* Manage a high volume of inbound calls while maintaining quality and efficiency.
* Strive to achieve first-contact resolution wherever possible.
* Support the delivery of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) set by DXC and its client.
Team Collaboration
* Work closely with colleagues and Needs Met Supervisors to resolve complex customer enquiries.
* Contribute to a collaborative team environment focused on delivering high-quality customer service.
Key Skills & Attributes
* Strong customer service and communication skills
* Ability to manage high call volumes in a contact centre environment
* Understanding of GDPR and data protection requirements
* Strong problem-solving and decision-making skills
* Ability to work effectively as part of a team-oriented environment
* Commitment to delivering excellent customer outcomes
Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.