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Call Handling Specialist (Intermediary Enquiry Line)


Call Handling Specialist (Intermediary Enquiry Line)

Bristol | England | United Kingdom

Call Handling Specialist (Intermediary Enquiry Line)

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.

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.

Purpose of the Role

The role is within a Contact Centre environment that promotes serving our customers efficiently and effectively. 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 assimilate and apply large amounts of product, procedure, policy and system information
  • Ability to work in a highly structured environment

Desirable Qualifications, Skills & Experience

  • Previous contact centre experience is of benefit but not essential

Key Competencies:

  • Amplify Capability - 1. Self
  • Champion Transformation - 1. Self
  • Accountable - 1. Self
  • One Group, one team - 1. Self
  • Customer Focused - 1. Self

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

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.

Closing date: Jul 18, 2019
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