Responsibilities
The key duties of the post are as follows :-
- Answer incoming customer calls in an efficient and effective manner providing the highest level of customer service, aiming to meet the needs of our customers having been transferred from another contact centre.
- Make outbound telephone calls to existing customers where there is an opportunity to provide further excellent customer service.
- Ensure that all the Bank procedures and risk processes are adhered to during all customer conversations.
- Ensure that all the Telephony internal processes are adhered to during the customer conversation.
- Identify opportunities to further meet the needs of our customers with the aim to extending and developing the customer relationship.
- Maintain a good understanding of Banks basic products and services, and their features and benefits.
- Ensure that the features and benefits of LTSB products are communicated to customers during the telephone conversation, with the intention of achieving additional revenue for the channel.
- Ensure that all hand-overs to other areas of the Bank are carried out in an effective and efficient manner; using the open-call transfer process.
Hours of Work:-
Week 1: Monday-Friday 9am-5pm
Week 2: Monday-Friday 8am-4pm
Week 3: Monday-Friday 9am-5pm
Week 4: Monday-Thursday 11am-7pm Sunday 11am-7pm