Customer Service Associate - PM shift

We are looking for Customer Service Associates @ £11.00 per hour to deliver outstanding service excellence in the investigation of mis-sold Packaged Bank Account Complaints on a PM Shift of 3pm - 10:30pm, in Teeside, 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.

Role Profile:
To investigate and action complaints as a result of potential miss-selling and ensure these are handled in accordance with the F CA timescales
Provide exceptional customer service on behalf of Barclays and follow the Barclays Values
Use personal initiative in developing resolutions to complaints by written and telephony contact with customers ,ensuring solutions satisfy both the customer and the business

The role holder may be required to work flexibly across a variety of different activities. Activities include investigation of both customer complex queries and complaints along with Head Office complaints.

Case Management;
-Take ownership of complaints, as defined in Barclays Group Minimum Standards.
-To effectively investigate and resolve customer complaints with varying degrees of complexity and know when to escalate complaints of a high degree of complexity and ambiguity.
-To make pro-active outbound calls as necessary to obtain information from the customer to be able to build a full case history
-To engage and take ownership of the complaint putting yourself in the customers shoes
-To capture accurate information and details through the complaint handling process to allow effective analysis of the complaint in a timely manner.
-To maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with effectively and within relevant timescales.
-To clearly communicate requirements to other business areas when information is required to resolve complaint
-To personally embrace change and share best practise with colleagues.
-With the guidance of your Team Leader provide effective feedback to other areas of business and suggest improvements that can be made to enhance the customers experience and deliver the right outcome
-Achieve/exceed challenging customer service and performance targets.

Control: (5%)
-Understand the appropriate Policies & Standards applicable to the role through reading the Code of Conduct and other training allocated.
-All mandatory training completed to deadlines and understood within given timescales.
-Where applicable, all risk events (incidents) or control failures to be escalated in accordance with advised procedures.

Essential
-Demonstrable knowledge and experience of delivering exceptional customer service
-Knowledge of complaint handling procedures ideally from a financial /claims background
-Highly developed communication and influencing skills through multi-channels
-Confident and resilient telephone manner able to handle challenging conversations
-Strong letter writing skills
-Proven problem solving and decision making ability
-Ability to break down complex issues, assimilate & analyse information and reach a conclusion
-Collaborative approach to handling issues
-High level of quality awareness and accuracy
-Knowledge of Banking Service products and procedures
-Computer literate and able to pick up new systems quickly
-Excellent team player

Preferred
-Knowledge of Banking Service products and procedures

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