We have a long‑established partnership with a Major UK High Street Bank, where we manage their personal lending business. We are looking for candidates to join our Needs Met Team to provide support to customers who call with an interest in taking out a loan via telephony application.
Contract: 6‑month contract (potential for conversion to permanent). Rate: GBP 15 per hour – inside IR35. Working hours: 37.5 hrs per week, covering 8 am–8 pm Monday to Friday, 9 am–6 pm Saturday & Sunday on site in Newcastle. Bank holidays are not worked as the site is closed.
As a Needs Met Agent, you will handle a variety of customer queries and processes regarding loan applications with professionalism and confidence, 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.
Responsibilities
* Act as the first point of contact for existing and new customers of the bank who are looking to apply for a new loan or refinance an existing loan.
* Take responsibility for managing customer information in line with GDPR.
* Collaborate with teammates to deliver outstanding customer service.
* Strive to ensure a first‑outcome resolution for our customers.
* Work in a fast‑paced environment while ensuring that processes and procedures are followed.
* Keep customer records accurate and up‑to‑date.
* Achieve Key Performance Indicators such as Average Handling Time.
* Leverage a proven record of sales experience.
* Problem‑solve on the go and adapt readily to customer needs.
Requirements
* Call Centre/Contact Centre experience.
* Customer Service experience.
* Personal Loans Service experience.
* Customer Records Management experience.
* Outbound Sales Centre experience.
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