Customer Service Representative - Manchester, United Kingdom - AMS

AMS
AMS
Verified Company
Manchester, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Join us as a Customer Service Representative in Manchester and will be within our reputable client who is within the banking industry.

What you will be doing

Delivering successful customer and business outcomes through investigating queries, supporting business processes, policies and procedures and understanding customer and business needs.


Key responsibilities

  • Respond to queries from customers and stakeholders promptly and within agreed timescales
  • Deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements, and by accurately collecting the required information from customers and business
  • Actively participate in initiatives to improve customer service, processes and procedures
  • Review manual or ineffective processes which could be automated or enhanced, to enable the provision of a superior customer and business experience

Knowledge and experience

  • An understanding of call centre operations and key service deliverables
  • An understanding of contact centre performance metrics
  • The ability to work in a highly pressurised environment, managing multiple challenges simultaneously
  • The ability to articulate performance to senior management and directors
  • Experience of analysing and using performance data
  • The ability to proactively plan your own time effectively, to ensure multiple activities with varying deadlines are met
  • An understanding of the Direct Bank business
  • Microsoft Office skills, including PowerPoint, Excel and Word
  • Display behaviours in line with our Critical People Capabilities

What will be expected of you in role

  • Provide realtime support to our call centres, proactively identifying barriers to performance, managing improvements, sharing best practices and coordinating resource across the business to maximise efficiency
  • Deliver a balanced level of abandoned calls across all businesses within Direct Bank
  • Identify and coordinate improvements to processes that will enhance efficiency and the customer experience
  • Work closely with operational centres, providing coaching and support to enhance efficiency and knowledge
  • Keep accurate records of day to day operations, for the purposes of post live analysis, incident logging and trend identification
  • Work with operational centres to maintain uptodate 'Real Time Adherence' systems to ensure effective means for tracking colleague activity
  • Work closely with and coordinate the activity of colleagues from other areas of the business to achieve business goals

Job Type:
Temporary contract

Contract length: 7 months


Salary:
£12.34 per hour


Experience:

- customer service: 1 year (preferred)


Work Location:
In person

Expected start date: 03/07/2023
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