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Call Handling Specialist


Call Handling Specialist

Bristol | England | United Kingdom

Description of business unit

Intermediary Enquiry Line team, as part of the Sales department provides support to our customers by answering pre-completion and post mortgage application updates to intermediaries and direct customers.

Mortgage sales and customer acquisition growthis underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with the UK Post Office.

Purpose of the role

The role is within a Contact Centre environment that promotes serving our customers brilliantly. The role holder will focus on answering a high volume of callson an inbound basis.

Key accountabilities

  • Manage high volumes of inbound calls in an effective and timely manner

  • Identify customer needs, clarify information, and provide call resolution

  • Build sustainable relationships and engage customers by serving them brilliantly with exceptional customer service

  • Keep comprehensive and accurate records of all customer contacts on required systems

What is the opportunity

This is a great opportunity to join our enthusiastic and motivated workforce! You will be responsible for answering our calls to our brokers and direct customers with a keen focus on answering enquiries quickly and efficiently to provide a positive experience to our customer base.

Essential qualifications

5 Grade C or above GCSE's including English & Maths or equivalent and ability to produce certificates of these results

Essential skills and experience

  • Previous customer service experience
  • Excellent oral and written communication and interpersonal skills
  • Literacy, numeracy and IT Skills
  • Ability to assimilate and apply large amounts of product, procedure, policy and system information
  • Demonstrable ability to work in a highly structured environment

Desirable skills

  • Previous contact centre expereince is of benefit but not essential
  • Previous customer service experience is of benefit but not essential

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce

Closing date: Apr 29, 2019
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