Customer Service Digital Service

Full Time
Job Sector:
Call Centre
Swindon / Wiltshire
Salary description:
Start Date:
Nationwide Building Society
Job Ref:

We need: • E-Contacts Consultants in our Swindon Contact Centre. • Basic salary - £16,000 a year on a full time permanent contract plus excellent benefits. • You will work a 35 hour week, working every weekend (either Saturday or Sunday) and every Monday with a day off in the week. You will be contracted to work between 6am - 10pm. We're looking for customer focused people to join our E-Contacts team, so if you are passionate about people this could be the role for you.
Who we're looking for
As a successful candidate you should have a passion for customer service, as you'll take ownership of answering customer queries. You'll ensure that you deliver excellent customer service; you will be proactive in your approach, lead change and multi-task whilst managing your own workload. Could you make it easy for a customer to get what they need from us, first time? Can you show customers that you know and understand them? Could you empathise and inspire confidence as you provide information and identify what the customer needs through mostly written confirmation? As a minimum requirement you'll: • Have excellent written and verbal communication skills as the way you communicate with customers directly affects how they think and feel about us. • Have the confidence to take ownership of each customer contact. • Demonstrate an ability and desire to put customers at the heart of everything you do. • Have good PC skills & excellent grammar as you'll need to navigate different systems quickly and efficiently whilst dealing with queries and providing a quality response. • Have a willingness to learn. • Have the ability to follow processes and policies. • Be self-motivated and able to manage you time effectively. It would be nice if you also had: • Previous experience in written and telephony communication. • Previous experience in managing own workload & prioritising.
What you'll be doing
Being a people person is key, you will be dealing with BBM's, emails and calls from our customers, you will take ownership and communicate clearly to the customer to ensure they understand what you have done for them so they'll leave knowing we've done everything possible to help them. On a daily basis you will be driven to ensure you provide a grammatically quality response to all customers you engage with, you will have set key performance indicators to keep you on track in delivering positive customer outcomes. In your role you will always consider efficiency and quality of your response as your top priority. We actively promote best practice and share this with other departments to ensure we are focused on servicing our customers' needs in the timeliest manner possible.
Salary: £16,000 - £16,500. Date posted: 03/07/2017

Company Description

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