Customer Account Consultant

An exciting new job opportunity has become available as a Customer Account Consultant at a leading company in the financial sector.

The role of Customer Account Consultant has become available in Wavertree due to continued growth and expansion, with a rate of £9.15 per hour. The hours are Mon - Thurs 12 - 8 Fri 10.30 - 4.30 and the office is shut down over Christmas Period.

You would be working in the Home Solutions Direct Outbound Team to deliver effective, efficient and compliant outbound telephone-based customer contact, working collaboratively with Home Solutions colleagues in order to maximise customer satisfaction and overall Home Solutions performance. Contacting existing customers to discuss potential mortgage needs and booking appointments with Mortgage Specialists, you will work in teams of up to 16 people also supporting customers with ways to conduct their banking.

You would be required to:
• Ensure that customers receive an exceptional service by addressing customer solutions, products and transactional processing requirements in accordance with set procedures
• Monitor own performance and develop knowledge and skills
• Achieve the best possible outcome for the customer in line with regulation, company policy and best practice by managing and escalating customer queries, complaints and feedback effectively
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, internal Policies and Standards, and Operational Risk Framework
• Assess and resolve case-by-case specific problems using your experience, specialist knowledge, expertise and judgement to develop potential solutions before determining the best response out of a possible range of solutions
• The majority of the time use pre-programmed systems and well defined procedures but there may be times when you will address unforeseen situations and escalate these to a more senior level as appropriate.

Requirements:
• Relevant customer service experience in a telephony environment or customer facing role.
• Able to manage self to complete tasks and use resources (skills, equipment, systems and materials) efficiently to ensure timely, high quality and consistent results

KPIs set on:
• Productivity
• Customer colleague feedback
• Volume and impact of personal objectives
• Contribution to team and Home Solutions performance over and above personal goals
• Achievement of personal objectives agreed with line manager

October 28, 2014 • Tags:  • Posted in: General

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