Bristol, England, United Kingdom | Permanent | Full time
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.
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 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 essentia
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
At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential.
We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.
Our Competency model provides clarity to all colleagues on what's needed to deliver success and to achieve our Purpose – to enable our customers, our colleagues and communities to thrive. The competencies form a core part of our assessment process in recruitment...
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