Bristol | England | United Kingdom
At Bank of Ireland UK, our purpose is to be the leading partnership bank, providing simple, flexible, accessible financial services and products to UK customers, both directly and through partnerships with trusted, respected UK brands and intermediaries. We partner with two of the most trusted brands in the UK, the Post Office and the AA, and these partnerships have enabled us to widen our propositions and products, strengthen our relationships with existing customers as well as attract new ones. In Northern Ireland, we operate a full service retail and commercial branch network with 28 branches. Our successful Bank of Ireland for Intermediaries mortgage business has established strong partnerships with some of the largest mortgage intermediary networks in the UK. We also have a very successful car and asset finance business, which operates in Northern Ireland and Great Britain, under the Northridge Finance brand. Our successful approach to partnership is helping to make us to be distinctive in the marketplace, and challenge the big UK retail banks, by offering consumers a genuine and accessible alternative that they can trust.
Description of business unit
Mortgage Operations UK has responsibility for all post completion mortgage activities throughout the customer lifecycle from oversight of the initial mortgage registration through account maintenance, telephony, redemptions and where necessary a comprehensive debt management service
Pre-completion activities are also carried out with a dedicated contact centre, providing update calls in respect of Post Mortgage applications, and a Broker Enquiry line providing a comprehensive range of enquiry services for mortgage brokers, from initial registration through to completion of the loan application
We manage two key operating areas which entail an integrated operator function for Servicing and Administration for our post- Completion activity. These handle over 430,000 calls and complete around 480,000 account activities per annum. We are also heavily involved in most key activities undertaken for Existing Customer Services, from offering retention leads to capturing Repayment Strategies for Interest Only mortgages and giving assistance to the CBI regulatory review
We provide a stand-alone dedicated Contact Centre for our Post Office and Strategic Partnership relationships; for Post Office handling update calls and both update and criteria calls for our Broker enquiry line. We are the key link for Broker initiated business, which is currently 78% of our New Lending target
Purpose of the Role
Manage high volume calls and customer written requests, identifying customer's needs
Manage high volumes of inbound calls in an effective and timely manner
Identify customer's needs, clarify information, and provide call resolution
Build sustainable relationships and engage customers by providing exceptional customer service
Keep comprehensive and accurate records of all customer contacts on required systems.
What is the opportunity?
An opportunity to develop existing customer service skills. You will form part of an energetic department with opportunities to learn new skills which may help you toprogressyour career within the Bank of Ireland.
5 GCSEs at Grade A-Cincluding Maths and English, or equivalent
Essential Skills & Experience
Passion for Customer Service Excellent oral and written communication and interpersonal skills. Organisational Skills Literacy, Numeracy and IT Skills. Ability to assimilate and apply large amounts of product, procedure, policy and system information and the Ability to work in a highly structured environment.
Desirable Qualifications, Skills & Experience
Telephony based experience within a Contact Centre
Competency 1: Customer Focused - 1. Self
Competency 2: One Group, one team - 1. Self
Competency 3: Agile - 1. Self
Competency 4: Accountable - 1. Self
Competency 5: Amplify Capability - 1. Self
People who viewed this job also viewed
Alert me about jobs like this
Learn about our Group Competency Model
The Group Competency model provides clarity on what is required to deliver success and to achieve our Purpose – i.e. to enable our customers, our colleagues and communities to thrive.
You've seen your dream job, now what can you expect from the process?
Bank of Ireland is regulated by the Central Bank of Ireland. In the UK, Bank of Ireland is authorised by the Central Bank of Ireland and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our authorisation and regulation by the Prudential Regulation Authority, and regulation by the Financial Conduct Authority are available from us on request. By proceeding any further you will be deemed to have read our Terms and Conditions and Privacy Statement.
© 2019 Bank of Ireland