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Contact Centre Officer
This job has expired, and cannot be applied for.
- Posted By: JHR
- Address:
- Contact: 0113 383 3738
- Date Posted: 3rd Jul 2008
- Salary: £13,000-£13,500
- Location: Bradford
- Reference Code: AG/2359
- Views Since Posting: 2
- Full Description:
Hours of work
The contact centre opening hours are 8am to 8pm seven days a week (hours may vary at weekends and Bank Holidays). Working week consists of 35 hours. Shift rotas apply. Lunch should not exceed one hour and will be a fixed time within each shift.
Main Purpose
Right now we are looking for the brightest and best talent around to join our friendly team and play a key role in our thriving Contact Centre. If you are confident with people and a great listener, you’ll feel at home in our fun, flourishing environment where serving customers is more than a job, it’s a passion.
You’ll certainly show that rare ability to strike up an instant rapport over the phone and communicate persuasively with a vast range of different customers. Fluent keyboard skills and a basic grasp of financial products will count too. You could be working on any one of our huge range of financial and online services (full training will be provided), so you will need to be able to deliver information clearly and efficiently to colleagues and customers alike. Whilst resolving queries and complaints you will also screen calls and pass genuine leads to the right network of advisors. A flexible approach to your working week will be vital to the success of our 7-days a week operation, and we have full and part time opportunities to suit your lifestyle.
Accountabilities
To provide technical information/support to both internal and external customers in respect of all regulated and non regulated products
To effect the professional and competent resolution of queries and complaints within prevailing procedures in accordance with regulatory guidelines and legislation
To act as first contact and screening unit for all incoming calls before passing genuine lead enquiries to relevant network of advisors
To provide support in respect of various customer mailing campaigns
Achieve individual and team targets in respect of:
-Call duration
-Abandoned calls
-Call quality standards
-Capture of call information
-Technical information quality
-Lead generation
Knowledge and Skills
High level of customer service
Good understanding of Financial Services Products and Industry
Understanding of Mortgage Industry
Excellent telephone/communication skills
Sensitivity to customers’ needs
Knowledge of processes and supporting all areas of the Group
Accuracy and attention to detail when inputting data
Good listening and simultaneous keyboard skills
Have a proactive approach to customers i.e. cross selling
Ability to work and adapt with an ever changing environment
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