Title: Needs Met Agent
Location: Newcastle
Rate: £18.50 inside IR35 through umbrella
Contract duration: 6 months with potential of further extension and permanent positions
Hours: 37.5hrs a week, covering between 8am - 8pm Monday to Friday, 9am - 6pm Saturday & Sunday
Job Description
Our client is looking for candidates to join our Needs Met Team to provide support to customers that call us with interest in taking out a loan via telephony application.
You will be working 37.5hrs a week, covering between 8am - 8pm Monday to Friday, 9am - 6pm Saturday & Sunday on site in Newcastle. You are not expected to work Bank Holidays as the site does not open on these days. Shifts are scheduled within a 6-week rotation so that you can plan around shifts with plenty of notice.
As a Needs Met Agent, you will be expected to handle a variety of customer queries and processes regarding loan applications with professionalism and confidence while reporting to a Needs Met Supervisor for support if required. You will be directly responsible for helping to achieve contractual obligations by ensuring the achievement of Service Levels and Key Performance Indicators.
Our client's Needs Met Agents are expected to be able to answer a high volume of calls per day, providing a repeat positive experience while always striving to achieve the right outcome first-time for our customers.
Requirements of the role
They are looking for a candidate that will carry out the following role and responsibilities, which includes but is not limited to:
* Acting as first point of contact for existing and new customers who are looking to apply for a new loan/refinance an existing loan.
* Take responsibility for managing customer information in line with GDPR experience
* Being a Team Player that enjoys collaborating with team mates to deliver outstanding customer service
* Striving to ensure a first-outcome resolution for our customers
* Able to work in a fast-paced environment while ensuring that processes & procedures are followed
* Can ensure that customer records are kept accurate and up-to-date
* Able to achieve Key Performance Indicators such as Average Handling Time
* A proven record of sales experience
Ability to problem-solve on the go and able to readily adapt to customer needs.
Experience Required
Required:
* Call Centre/Contact Centre Experience
* Customer Service Experience
* Sales Experience
Desirable:
* Financial Customer Service Experience
* Personal Loans Service Experience
* Customer Records Management
* Outbound Sales Centre Experience
If you have the skills for this opportunity apply now