In Retail Ireland, the ambition we strive towards each day is to 'Be the number 1 Retail Bank in Ireland, serving our customers financial needs at every stage of their lives and for their entire lives'. In Distribution Channels, we do this by drawing on our professionalism, determination, innovation and the passion we have for making a difference in customers' lives. Our work is important and so too are the people doing it.
Here in Bank of Ireland we are committed to ensuring that our customers feel the difference when they interact with us. This relentless focus on the customer is underpinned by our commitment to delivering a differentiated customer experience through the development of a series of service and channel enhancements. With the customer experience underpinning everything we do, it is essential we hire talent that recognises its importance.

The key focus of the role is to provide a highly professional, friendly and best in class service to our business and personal customers. You will be a visible presence in the Branch floor, delivering a best in class Customer Experience while adhering to Bank procedural guidelines at all times.

- Engage with customers to deliver a professional, efficient and friendly Customer Service (including Cashier Service where appropriate) to Business and Personal customers,
- Use branch techniques to recognize/refer customer needs opportunities and participate in all business generation campaigns within the branch,
- Manage the flow of customers to ensure their smooth passage through the Branch,
- Migration of customers to appropriate self-service options - including B365 online / phone channel including providing demonstration of self service facilities as required,
- Recording/updating of relevant customer information on branch systems as appropriate,
- Operate in a risk compliant manner, ensuring that all branch procedures are understood & followed. Upon the identification of any errors, report immediately where appropriate to Loss Events and refer to your line manager,
- Handle all basic queries/problems and refer complaints as appropriate,
- Bring customer insights into our decision making and have the means to be confident in our ability to deliver appropriate outcomes for our customers,
- Understand your goals, and your role in delivering and achieving the Group's shared ambitions,
- Act with integrity and learn from successes and mistakes to foster an environment of continuous improvement to perform at our best,
- Demonstrate openness and willingness to change. We embrace change as a key strategic enabler and actively seek to enable the timely implementation of efficient and robust solutions, executing at pace.

- Comply with the letter and spirit of the Minimum Competency Code, you must familiarise yourself with the Code, ensuring that you take the necessary actions to make sure that you operate within the conditions of the Code. Colleagues who do not meet the MCC standards must abide by the Customer Engagement Guidelines.
In addition to the above, depending on your MCC status:
MCC Accredited Colleagues:
- Use branch techniques to recognise/refer selling opportunities and participate in all sales campaigns within branch.
- Identification and recommendation of appropriate product/service options for customers.
Non-MCC Accredited Colleagues:
- Use branch techniques to recognise/refer selling opportunities and participate in all sales campaigns within branch while adhering to the Minimum Competency Regulations and Minimum Competency Code (MCC) 2017. Non-MCC Accredited Colleagues can provide advice/information to customers on the following retail financial products only - current accounts, overdrafts, credit cards and deposit accounts with a term of less of 12 months or less.
Identification and recommendation of appropriate product/service options for customers while adhering to the Minimum Competency Regulations and Minimum Competency Code (MCC) 2017.

n/a

• Good communication and interpersonal skills with an ability to work effectively as part of a high performing team,
  - Engagement with the 2 year Welcome Advisor Development Programme,
  - Self-motivated with the necessary drive to achieve agreed goals and identify business generation leads and referrals,
  - You will have a demonstrable interest in technology, and be an early adaptor of new technologies on mobile platforms.