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Job description

Oakley Recruitment is working in partnership with a well-established global, organisation based in Milton Keynes. This is a great opportunity for someone with a passion for customer service to work as a Contact Agent on a permanent contract. This opportunity offers hybrid working.

Summary

You will be answering calls from current and prospective customers, providing product information and helping with account services and account maintenance

Duties & Responsibilities

• Building rapport with our customers to resolve service issues and customer questions
• Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures
• Responsible for the day-to-day coverage of customer account maintenance processes
• Ensuring all accounts in assigned lists are managed accurately and timely
• Documents all service efforts for each assigned account in accordance with established procedures and compliance policies
• Recognising that quality is measured through call recordings and case auditing
• Meeting established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
• Communicating professionally and regularly with leadership and peers on the status of accounts and escalations in accordance with established standards
• Completing ongoing compliance and remedial training as scheduled
• Understanding of Operational Risks
• Proactively identifying any new issues or risks
• Participating in projects to drive operational excellence

Skills and experience

• Able to work independently in a team-oriented, fast-paced environment with a passion to deliver exceptional service to customers
• Good interpersonal skills, negotiation skills are a plus
• Good problem-solving skills
• Is adaptable with high-energy levels and a desire to help others
• Good team player
• Good analytical and problem-solving skills
• Excellent written and verbal communication skills
• Experience in delivery of customer service
• Experience in a retail banking environment

Package and benefits

• Free parking
• Hybrid working
• State of the art, modern working environment

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the employment agencies act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.

Job Types: Full-time, Permanent

Salary: £23,500.00-£24,500.00 per year

Schedule:

• Day shift
• Monday to Friday

Work Location: One location

Reference ID: EJ239