Customer Service Specialist - Leicester, United Kingdom - Metro Bank PLC

Metro Bank PLC

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Contact Centre

Location Leicester (RateSetter)

County Leicestershire

Ref # 17938

Closing Date

Do you have a passion for delivering outstanding customer service? Do you enjoy being part of a busy team solving a variety of customer queries? Are you able to manage inbound and outbound calls with a confident and friendly telephone manner? If yes, then we could have the perfect role for youRateSetter revolutionised the way people think about investing and borrowing and are proud to have won numerous awards over the past 10 years. They believe in innovation and putting customers first, that's why we are incredibly excited to enter our next phase of growth together now that RateSetter has become part of Metro Bank.
So what will you be doing.?
Making outbound and managing inbound calls to efficiently handle collection issues and a wide range of customer queries building borrower trust in the Metro Bank and RateSetter brands
Ensuring call waiting times are kept to a minimum and team objectives are delivered
Actively listening to our customers to correctly assess queries and manage through to a successful resolution in a timely manner
Sensitively discussing payment options with customers including lump sums or payment plans maintaining a focus on retaining a positive customer relationship
Ensuring any queries/issues that can't be resolved are escalated to the relevant parties in a timely manner and all parties are kept fully informed until it is suitably resolved
Regularly updating accurate records of customer communications and data in relevant tools and systems in line with company procedures and provide any relevant data/reports for management relating to personal and customer service activity when required

You need to be this kind of person

Passionate about providing unparalleled levels of service and convenience for customers
Able to work and learn quickly in a fastpaced, fun and dynamic environment
Prepared to stick at something we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
Care about doing a great job and exceeding expectations with the quality of what you do

are a regulated financial services organisation so risk is a part of everything we do.

We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills.

But to be successful in this job you really do need to already be able to do most of these wonderful things...

Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
Outstanding communication skills both written and verbal (Min requirement is GCSE or equivalent at level C or above in Maths and English)
Naturally, you will be a great relationship builder and will be comfortable engaging in conversation with customers displaying empathy when needed
To be successful in this role you will need to be ready to go above and beyond your job description to provide AMAZEING customer experience and make every interaction with our customers special this is how we create FANS
We need you to be fully flexible to work on a variety of shift patterns over seven days a week
In order to excel in this role you will have the ability to adapt quickly, juggle multiple tasks and prioritise workload
Computer literacy across all Microsoft tools

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