Customer Service Advisor - Late Shift

Recruiter
Undisclosed Company
Location
Poole, Dorset
Salary
£10.20 per hour
Posted
17 Jul 2017
Closes
31 Jul 2017
Ref
120717
Contact
Manpower UK
Job Type
Contract
Hours
Full-time
We are looking for Case Handlers to deliver outstanding service excellence in the investigation of miss-sold Packaged Bank Account Complaints on a PM Shift of 3pm - 10:30pm, in Poole at £10.20 per hour on a 6 month contract which can continue on-going and has scope to go permanent dependant on the businesses decision

Training matches shifts

Please see below for the job description;

What is a Packaged Bank Account?
A Packaged Bank Account is a current account with added features and insurances that come at a monthly cost.

Why we investigate packaged bank accounts:
Each case is different and should be judged on its own merits, objectively and without bias towards the company or the customer. An investigation is required to come to the right outcome in the right way.

The Role:
*To investigate complaints received from customers and third parties via correspondence (e-mail's, letter's) or via direct contact through Barclays Branches and Contact Centres
*Utilising multiple internal systems throughout your investigation
*Reviewing customer testimony and contacting customers via both verbal and written correspondence to discuss their views or provide further information needed to reach an outcome
*Analysing and interpreting data such as account usage, bank statements and other internal records
*Thoroughly investigating all aspects of customers correspondence and testimony and related account activity
*You will decide if the evidence we hold is enough to resolve the issue of whether the account has been mis-sold or if we need to contact the customer to obtain further information
*Individual responsibility to make a non-biased and informed resolution of the case
*You will communicate with customers using approved call salutation and letter templates with discretion to adapt where appropriate
*Support available for complex queries from Subject Matter Experts and Team Leaders

What training will you receive?
You will be provided with 6 weeks supported training in which we will give you the tools you need to become a successful case handler. You will need to pass a formal accreditation in order to remain in the role. This will be followed by a probationary period whereby you will receive regular coaching and feedback in order to achieve the required standards.

What we need from you?
Essential
*Computer literate
*You must be organised and able to manage your own workload
*Work well on your own initiative as well as in a team
*Excellent attention to detail
*Telephony experience either in a call centre or previous telephony based role
*Ability to work to overall department objectives
*Excellent communication skills both written and verbal
*Adaptable and receptive to process change

Desirable
*Complaint handling experience
*Financial service experience
*Customer service experience

What we can give you?
*Opportunities for permanent contracts
*Career progression within a well-known financial institution
*25 days holiday plus bank holidays
*Opportunities for a pension scheme
*Free onsite car parking
*On site subsidised canteen
*Dress down Fridays
*Free fruit
*In house Tech Bar and Squash Courts
*Close to Poole bus and train station

Ask the team;
"A challenging role with a motivated and enjoyable working environment"
"Convenient working hours and brilliant support network across colleagues"
"Engaging and thriving atmosphere working alongside like-minded people"
"I feel motivated to work hard as all my efforts are acknowledged and recognised"

For more information on this role please contact me on 01895 204 948 or you can also reach me at Sophie.howley @ Manpower .co .uk

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