My client Marcus by Goldman Sachs are looking for a Customer Service Agent.
Working Hours: 35 hrs per week
Shifts … 08:00-16:00, 09:00-17:00, 10:00-18:00, 12:00-20:00 (This is on a rota)
Location: Milton Keynes
We're looking for people that have a passion for customer service and digital banking to join our growing customer support team. Are you an experienced customer service professional or have a desire to build a career in customer services?
Our Customer Support team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work alternative shift patterns over 5 days per week, scheduled in advance.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
Job Summary & Responsibilities
Responsible for answering incoming calls from customers; providing product information, account opening services as well as account servicing and supporting our customers
Builds rapport with our customers to resolve service issues and customer questions
Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
Responsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, , correspondence and complaint handling and response
Documents all service efforts for each assigned customer in accordance with established procedures and compliance policies
Recognises that quality is measured through call recordings and case auditing
Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
Communicates professionally and regularly with customers, leadership and peers on status of accounts and escalations in accordance with established standards
Completes ongoing compliance and remedial training as scheduled
Has an understanding of Operational Risks
Proactively identifies any new issues or risks
Participates in projects to drive operational excellenceSkills
Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
Good interpersonal skills, negotiation skills are a plus
Good problem solving skills
Is adaptable, high energy levels and desire to help others
Excellent team player
Good analytical and problem-solving skills with a view to support changes to processes
Excellent written and verbal communication skillsEducation
Experience in a retail banking environment/Insurance environment
Experience administrating and servicing investment and/or SIPP productsParkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer