Job Description
Strategic Staffing Solutions customer in Birmingham is looking for 5 Call Centre Agents to join their growing team. This is a great opportunity for individuals with a passion for customer service and digital banking, whether experienced or looking to build a career in a fast-paced customer-focused environment.
This Customer Support team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.
What you’ll do:
* Answer incoming calls from customers, providing product information, account opening services as well as account servicing and general support
* Build rapport with our customers to resolve service issues and customer questions
* Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures
* Support the day-to-day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and responses
* Document all service interactions for each assigned customer in accordance with established procedures and compliance policies
* Recognise that quality is measured through call recordings and case auditing
* Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
* Communicate professionally with customers, leadership and peers on status of accounts and escalations in accordance with established standards
* Complete ongoing compliance and remedial training as scheduled
* Proactively identify any new issues or risks
What we expect from you:
* Positive, self-directed, detail-oriented individuals with a passion to deliver exceptional service to customers and able to work independently in a team-oriented and fast paced environment
* Strong interpersonal and communication skills, negotiation skills are a plus
* Good problem-solving skills
* Is adaptable, high-energy levels and desire to help others
* Excellent team player
* Good analytical and problem-solving skills with a view to support changes to processes
* Excellent written and verbal communication skills
* Experience in a retail banking environment or other similar customer service environment
What we offer:
* At least a 12-month contract, with a strong possibility of becoming a permanent role
* Competitive hourly rate of £13
* Valuable international experience with one of the most prestigious companies in the United Kingdom