Welsh Speaking Customer Service Advisors
§ When it comes to customer service (dealing with both our Welsh and English speaking ones), you will be the difference between doing a good job and giving your all. Going one better, taking the lead and making our telephone banking work brilliantly. Because you’re the kind of person who’ll never be totally happy until the caller is.
Working on the frontline of our business, you’ll speak to a variety of people and help them with queries as varied as their personalities. Whether you’re giving advice, answering a question or selling one of our products, you’ll deliver the best service possible. What’s more, you’ll work to both customer satisfaction and sales targets.
On top of the dual language skills you’ll also have an empathetic manner to get fully to grips with every query and the confidence and initiative to solve it yourself. That way, you’re the one who makes the real difference.
You’ll get all the training you need and you’ll enjoy some great benefits too, including a quarterly performance bonus and 22 days’ holiday. We also offer a flexible package that allows you to choose cash or pick from a range of benefit options, such as retail discount vouchers, private medical insurance and a contributory pension scheme. It’s also good to know that 80% of our colleagues achieve 20% OTE. Key Accountabilities - Creating genuine rapport with customers and gaining a full understanding of their needs in order to provide relevant and exceptional customer service.
- Effectively use information available during each customer call to ensure that the products they hold and services they access continue to support their financial journey. Recommending products and services that create real value for our customers, increase customer loyalty and ultimately contribute to the success of our business.
- Build and maintain an expert knowledge of all applicable products and services, including a full understanding of all related features and benefits.
- Deliver a simple, efficient and straightforward customer experience that aims for resolution of the customers query on the first call. Ensure the customer is clear on what has been achieved on each call and that they are aware of any next steps. When transferring a customer to other areas of the business, ensure this service is seamless, avoiding the need for customers to repeat themselves.
- Take responsibility for improving customer retention.
- Undertaking on call and after call administration activity that ensures records and paperwork are fully up to date and accurate and that the outcome agreed with the customer is delivered.
- Proactively promote and recommend the full range of servicing channels, such as internet banking. Ensure that customers are made aware of and have full access to the complete range of service delivery channels.
- Regularly reviewing own performance against business objectives and taking personal responsibility for self development by addressing any knowledge or skills gaps.
- Proactively identifying issues that are preventing us from us providing excellent customer service / sales opportunities and escalate these via the relevant channels for resolution.
- Ensuring an excellent customer experience at all times by actively seeking and acting on feedback from customer satisfaction surveys, customer conversations, peers and managers.
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