Customer Service

Posted 15 January by Quality Personnel
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Retail Customer Service Temporary role to start asap until March 2020.

Working for our client within their Retail Customer Service department - the role varies slightly depending on the team you are based in.

Essentially you'll be providing customers with a high quality customer experience through personalised effortless contact - this is achieved through: assistance, support, and account servicing throughout the life cycle of a financial agreement.

This role is required to deal with an extensive variety of enquiries, systems and processes through various channels (e.g. e-mail, white mail, and telephony)

• Work through mailboxes and system queues to a high standard and against strict SLA’s

• Providing customers with a high quality customer experience through personalised effortless contact, this is achieved through offering assistance and support

• Multi-media - customer service mailboxes for all brands

• Element of low volume inbound and outbound calls

• Support dedicated outsource mailbox (there are currently around 90 outsource advisors taking inbound calls)

• Liaising with other areas of the business to ensure the correct customer outcomes

All teams deal with a variety of customer queries which include;

• Settlement figures

• Account changes: name, address vehicle registration etc

• End of contract options; Refinance, Voluntary terminations and hand backs

• Complaints - resolving where possible as initial contact point and escalating to the dedicated customer resolutions team where needed

Hours

The working hours are between 0800 - 2100hrs Monday - Friday; all employees will be required to work between these hours. 4 week scheduling given in advance.

Shifts can vary between those hours - 8 hours a day 35 hours a week, typical Shift times could be:

• 0800 - 1600; 0900 - 1700; 1000 - 1800; Monday - Friday

• 0900 - 1700hrs Saturdays

YOU MUST BE FLEXIBLE TO WORK ANY OF THE LISTED SHIFTS GIVEN ABOVE

Coaching and Training

• Consistent Coaching and Training throughout the assignment, side by side call listening, shadowing/buddying, 5 email audits carried out each month.

EXPERIENCE REQUIRED

• Strong customer service experience

• Attention to detail

• Strong admin skills

*a credit check is required for this position*

Quality Personnel acting as an Employment Agency and Business

Required skills

  • Customer Service

Reference: 39741248

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