Draig Personnel

KEY PURPOSE OF THE ROLE

To be the key first, and often only, point of contact for customer calls for our prestigious, providing an excellent level of customer service that exceeds expectations and in doing so reduces the need to transfer calls. Putting each customer at the heart of everything we do by demonstrating a genuine interest in their current needs and future aspirations. Proactively seek opportunities to offer customers additional products and services that will develop and add further depth to their relationship with our clients business.

ACCOUNTABILITIES

• Creating genuine rapport with customers and gaining a full understanding of their needs in order to provide relevant and exceptional customer service

• Effectively use information available during each customer call to ensure that the products they hold and services they access continue to support their financial journey. Recommending products and services that create real value for our customers, increase customer loyalty and ultimately contribute to the success of our business

• Build and maintain an expert knowledge of all applicable products and services, including a full understanding of all related features and benefits

• Deliver a simple, efficient and straightforward customer experience that aims for resolution of the customers query on the first call. Ensure the customer is clear on what has been achieved on each call and that they are aware of any next steps. When transferring a customer to other areas of the business, ensure this service is seamless, avoiding the need for customers to repeat themselves

• Take responsibility for improving customer retention

• Undertaking on call and after call administration activity that ensures records and paperwork are fully up to date and accurate and that the outcome agreed with the customer is delivered

• Acting as a positive ambassador and role model for the client, doing the right thing for customers and the business, applying "Treating Customers Fairly" principles into all activities, always acting with honesty and integrity and in line with defined policy and procedure

• Proactively promote and recommend the full range of servicing channels. Ensure that customers are made aware of and have full access to the complete range of service delivery channels

• Ensure that all customers are dealt with in accordance with all compliance and regulatory requirements which aim to protect our customers as well as the reputation of the client. Being proactive in preventing business loss and damage to reputation

• Regularly reviewing own performance against business objectives and taking personal responsibility for self development by addressing any knowledge or skills gaps

• Proactively identifying issues that are preventing us from us providing excellent customer service / sales opportunities and escalate these via the relevant channels for resolution

• Ensuring an excellent customer experience at all times by actively seeking and acting on feedback from customer satisfaction surveys, customer conversations, peers and managers