Frontline Telephony Agent
Job purpose;
In this newly created role post holders will be required to provide front end customer service to the clients customers with the objective of resolving complaints and expressions of dissatisfaction as soon as possible. Based on the phone, post holders will play an important role in providing great customer experience to all customers.
Key Accountabilities;
Take ownership of level 1 complaints, as defined in the clients group minimum standards.
Adopt a value based approach when dealing with customers.
Strengthen customer loyalty and retention by ensuring the business learns from complaints by clearly communicating to other business areas.
Achieve/exceed challenging productivity targets in relation to number of complaints handled.
Ensure compliance with group minimum standards in and FSA for the tasks relating to their duties.
Adhere to assigned limits of authority.
Complete relevant mandatory governance and compliance training completed within agreed timescales.
Monitor own achievements for speed and accuracy, reviewing errors, thus ensuring continued improvement to personal performance and the workflow of the complaint management team as a whole.
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