Telephony Agent - Northampton

Undisclosed Company
Northamptonshire, Northampton
Up to £9.27 per hour
12 Apr 2019
10 May 2019
Manpower UK
Job Type

We are currently seeking a PPI Telephony agent in Northampton at £9.27 per hour on a yearlong contract with scope to go permanent or internally move

Full Time Telephony Agent

Training will be set for the first 6 working days. Then revert to shifts, Candidates must be flexible to work between 8am and 8pm.

Most common shift rotations are as follows:
One week of each of the below
8am - 4pm
8:30am - 4:30pm
9am - 5pm
9:30am - 5:30pm
10am - 6pm
10:30am - 6:30pm

The purpose of the role:

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.

Ensure expressions of dissatisfaction handled in accordance with the Financial Conduct Authority time scales
Deal with complaints taking into account any risks of the Bank's reputation
Provide excellent customer service on behalf of Barclaycard
Use initiative in developing resolutions to complaints ensuring solutions satisfy both customer and the business
Provide high quality responses to all complex referrals to customers.
Provide constructive feedback to other business areas.
Understand and adhere to all appropriate Barclays policies and requirements to this role

Case Management-100%
-Take ownership of level 2 complaints, as defined in Client 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 the clients 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.

If you wish to apply for this position please email me at Sophie.howley@manpower .co .uk, or contact 01895 204 948, you will need to reserve time for our pre-screen process.

Kind Regards,
Sophie Howley
sophie. howley @ manpower .co .uk
01895 204 948

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