Telephony Agent - Poole

Undisclosed Company
Dorset, Poole
Up to £10.20 per hour
19 Feb 2018
15 Mar 2018
Manpower UK
Job Type
We are currently seeking a full time Telephony Agent in Poole at £10.20per hour in Poole, Monday to Friday between 8am and 8pm on a rotational shift pattern. NO WEEKENDS!
Training 9am - 5pm for two weeks then to shift patterns, for shift rotations and further job requirements please see below;

Shift Rotations (example);

Wk 1 - 8am to PM
Wk 2 - 12pm to 8pm
Wk 3 - 9am to 5pm
Wk 4 - 10am to 6pm
Wk 5 - 9am to 5pm

Role purpose:
To deliver effective and efficient telephone-based support to customers; dealing with general enquiries resulting from proactive customer mailing and communications; form ordering for the customer upon request; handling case specific customer enquiries and complaints; hand offs to other Bank departments / functions for non PPI requests. Working collaboratively with Contact Centre colleagues in order to maximise customer satisfaction

Main Tasks;
Take ownership of level 2 complaints, as defined in Barclays Group Minimum Standards.
To clearly communicate requirements to other business areas when information is required to resolve complaint
To adopt a value based approach when dealing with customers
To strive to turn the complaint around and maintain Barclaycard's professional image with minimal cost.
To provide effective feedback to other areas of business, particularly Level 1 complaints (Front line)
Achieve/exceed challenging productivity targets in relation to number of complaints handled.

*Highly developed communication and influencing skills
*Competent problem solving and decision making ability
*Collaborative approach to handling issues
*Drives performance - uses initiative in seeking resolution to complaints
*High level of quality awareness
*Excellent communication skills
*Confident and resilient
*Ability to breakdown complex issues.
*Ability to perform in stressful and difficult situations
*Good team player
*Maintain high level of accuracy
*Knowledge of complaint handling procedures, regulatory and risk requirements
*Competent letter writing skills
*Telephone communication skills

For more information please contact me at Tanya.Finan @ Manpower .co .uk or alternatively 01895 205 458