Call Centre Agent - Birmigham.

West Midlands/ full time / Negotiable

Are you passionate about customer service? Do you desire to work in a supportive environment where you can learn and grow?

Join Our Dynamic Team as a Customer Support Agent!
Your Impact:
  • Are you passionate about providing exceptional customer service in the digital banking realm? Join our expanding customer support team where your dedication makes a real impact.
  • We are seeking individuals with a background in customer service or a keen interest in building a career in this field.
  • Our Customer Support operates during flexible hours from 8 am to 8 pm, requiring alternate shift patterns over five days per week, with schedules provided in advance.
Job Summary & Responsibilities:
  • Customer Engagement: Respond to incoming calls, providing product information, assisting with account openings, and addressing customer inquiries and concerns.
  • Relationship Building: Establish rapport with customers to effectively resolve service issues and answer questions.
  • Ownership: Take ownership of customer inquiries, handling escalated issues in line with established procedures.
  • Account Maintenance: Manage day-to-day customer account processes including application review, money movement, and complaint handling.
  • Documentation: Maintain detailed records of customer interactions and service efforts, ensuring compliance with procedures and policies.
  • Performance Excellence: Meet and exceed established metrics for call and case quality, productivity, and customer acquisition.
  • Communication: Maintain professional communication with customers, leadership, and peers regarding account status and escalations.
  • Training and Compliance: Complete ongoing training sessions and remain vigilant regarding operational risks and compliance requirements.
  • Proactive Approach: Identify and address emerging issues or risks, actively participating in projects to enhance operational excellence.
Skills:
  • Self-Directed: Ability to work independently in a fast-paced environment, driven by a passion for delivering exceptional service.
  • Interpersonal Skills: Strong negotiation skills and the ability to build positive relationships with customers.
  • Problem-Solving: Excellent analytical skills and a proactive approach to resolving challenges.
  • Adaptability: Ability to adapt to changing circumstances and high-energy levels with a focus on helping others.
  • Team Player: Excellent collaboration skills and a commitment to working effectively within a team.
  • Communication: Exceptional written and verbal communication skills.
Desirable Qualifications:
  • Retail Banking Experience: Previous experience in a retail banking environment is desirable.
If you're ready to embark on a rewarding career journey, where your dedication to customer service makes a tangible difference, apply now to join our team as a Customer Support Agent!