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Call Handling Specialist


Call Handling Specialist

Bristol | England | United Kingdom

Call Handling Specialist

We are currently looking to recruit Full-time Staff members for our Call Handling Specialist Team in Bristol.

Competitive salary, ranging from £18K - £20K, depending on experience.

There's never been a more exciting time to work at Bank of Ireland - we are currently going through an extraordinary period of transformation and growth, adapting to what our customers need from us now in an ever changing digital world. This transformation builds on our long standing tradition of being the trusted bank of choice for many customers. Our focus now is ensuring we address the needs of our customers in today's digitally focused and time challenged environment.

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 growth is 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 calls on 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

Minimum of 5 GCSEs including Maths and English at grade C or above, or equivalent qualifications

Essential Skills & Experience

Excellent oral and written communication and interpersonal skills

Strong customer servicing skills

Literacy, numeracy and IT Skills

Ability to capture and apply large amounts of product, procedure and policy information

Ability to work in a highly structured environment

Desirable Qualifications, Skills & Experience

Previous contact centre experience is of benefit but not essential

Previous customer service experience is of benefit but not essential

Key Competencies

Competency 1: Customer Focused - 1. Self

Competency 2: One Group, one team - 1. Self

Competency 3: Accountable - 1. Self

Competency 4: Champion Transformation - 1. Self

Competency 5: Amplify Capability - 1. Self

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: Sep 25, 2019
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