People, Person, Couch, Furniture

Sales Consultant

Bristol

Sales Consultant

Bristol | England | United Kingdom

Description of business unit

Banking Direct, as part of Direct Sales aims to enhance and support an emerging multichannel proposition across consumer banking. Customer acquisition growth through Banking Direct is underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with the UK Post Office and AA. Direct Sales play an integral role in maximising revenue and loyalty at the same time as offering customers choice and convenience.

Purpose of the role

Direct Sales plays an integral role in maximising revenue and loyalty, at the same time as offering customers choice and convenience. Banking Direct, as part of Direct Sales, aims to enhance and support an emerging multichannel proposition across consumer banking. Customer acquisition growth through Banking Direct is underpinned by our established banking subsidiary, BOI (UK) plc and our strong relationship with the UK Post Office and AA.

The role holder will support the achievement of our key strategic goal and develop our banking business in Great Britain. The role is within a Contact Centre environment that promotes customer centric behaviours and delivers continuous improvement, in addition to driving sales process adherence for Banking related products sold.

Sales Consultants will handle inbound and outbound sales enquiries, with a constant customer focus for a range of financial services products. The area is subject to full regulatory oversight and staff must be prepared to multi-skill across teams and product areas.

The role holder will provide customer service to Banking customers and own the delivery, with full compliance to Banking Conduct of Business rules, whilst robustly adhering to training and competency (T&C), conduct, telephony and business standards. They must ensure they:

  • Are (and remain) competent for the work they do
  • Have a level of competence appropriate for the nature of the business
  • The main purpose is to deliver to both new and existing customers across Bank of Ireland Group, Post Office and AA brands. Sales Consultants work with customers to understand their financial services needs and requirements to build meaningful relationships and provide information-only services requested by customers. Typical products include Loans, Credit Cards, Deposits and Personal Current Accounts.

    A key focus with all activity is to ensure customer needs are met and that the team delivers outstanding performance to help the Bank grow quality revenue through the achievement of financial related targets set.

    Key responsibilities

    • Embed, support and contribute a culture where Conduct Risk/Treating Customers Fairly (TCF) and the BOI UK Customer Charter (FACE) becomes part of all interactions within Direct Sales and that Conduct Risk/TCF/Charter is considered in all actions undertaken within Banking Direct
      - Ensure fully compliance with all regulatory requirements as they relate to Sales Consultant roles.
      - Through both inbound and outbound activity, conduct structured sales interviews through an information only level of service; identifying and understanding customer needs and priorities to ensure the provision of accurate information and excellent service
      - Explain the features and benefits of associated products and services
      - Deliver excellence in customer service and ensure all telephony standards targets are met
      - Identify problems / issues that may threaten the achievement of service standards that may impact customers under Conduct Risk (TCF) principles and propose recommendations for change upward
      - Review and keep up-to-date with all communications cascaded on criteria/policy changes, sales performance, service and key business messages
      - Implements personal development and ensures that all mandatory and regular training and/or testing is carried out in accordance with training and competence requirements
      - Achieve and maintain the required levels of competency in line with training and competence requirements
      - Ensure full compliance with all internal and external legal and regulatory requirements and that your job role responsibilities are fully understood, implemented and maintained
      - To understand the implications and impact your role and activities have on our customers under Conduct Risk (TCF) principles and that you ensure fair outcomes to all customers
      - To fully adhere to and maintain Contact Centre Best Practice standards at all times
      - Support team administrative duties as required.

    Essential skills and experience

    - Ability to deliver excellent customer service through achievement of targets set
    - Meet all annual performance plan objectives set
    - Maintain regulatory standards set
    - Meet all regular testing and health-check requirements
    - Adhere to all Contact Centre Best Practice
    - Be proactive in progressing own Individual Development Plan set
    - Report all complaints and/or breaches
    - Instil Conduct Risk (TCF) principles in all customer interactions and transactions

    Desirable skills and experience

    - Must be capable of interpreting policy and criteria to provide information only decision in principle declaration
    - Must be capable of interpreting customer needs to provide relevant products and services
    - Is able to make relevant enquiries with other areas of the business to manage customer expectations and provide service excellence

    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: Jan 22, 2018
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