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Telephony Agent - Northampton

Employer
Undisclosed Company
Location
Northamptonshire
Salary
£10 - £11 per hour
Closing date
21 Oct 2019

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Telephony Agent in Northampton

We are currently seeking a full time Telephony Agent in Northampton, 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. This is a Contract role which is due to finish after 6 months;

Training 8am-4pm for the first 6 working days. Then revert to shifts (please see in description below)

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

Job Purpose

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

Main Accountabilities and approximate time split

Case Management-100%

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.

Technical Skills/Competencies

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

Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank's products, services and policies)

Essential

  • 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
  • In depth knowledge of Barclaycard Products/Services/Procedures and Processes
  • Knowledge of complaint handling procedures, regulatory and risk requirements
  • Competent letter writing skills
  • Satisfies the FCA criteria for an approved person, both initially and ongoing
  • Ability to prioritise own workload to meet deadlines
  • Fully flexible shift - role could require evening and weekend working

Preferred

  • Telephone communication skills
  • Experience, qualifications and other requirements specific to the role
  • Stress tolerance is essential for a stable performance coupled with the ability to make controlled responses in situations normally found stressful such as being faced with hostility/rejection and working to deadlines.

"Banking" OR "Data Entry" OR "Customer Service" OR "Communication Skills"

For more information on the role I can also be reached at Claudia.Garvey @ manpower .co .uk

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