Customer Service Adviser - Southampton - Full Time - Permanent
Ref 00060170 Country/Region UK - South East Location Southampton - UK Position/Contract Type Permanent - Full Time Job Role Customer Service
Job Description
You'll be the first point of contact for customers calling with queries and requests, so you must be able to ensure an excellent experience for every one of them- This job is a telephony based role answering calls from a wide customer base and providing excellent service- The successful candidate should have strong communication skills and experience of communicating with customers- Lead generation is an important part of the role and products offered are designed to meet the needs of identified customers- You will be keen to find a better way of doing things and be driven to continually exceed our customers expectations- You will relish the challenge of targets and welcome the support and development that will help you achieve them- You will know attention to detail and accuracy matters to our customers and will be comfortable following set processes and procedures-
Responsibilities
Taking calls from customers, you'll handle a huge variety of requests and queries, always ensuring the customer receives both the best possible advice and an excellent experience- When it's appropriate, you'll offer customers products and services which are right for them, either selling them yourself or passing the opportunity over to a colleague- You may also handle your own post, fax and e-mail correspondence, update customer files after each call and often liaise with other departments, and even external companies, to make sure you answer queries fully- Essentially, you will: . Offer a high standard of customer service in any telephone contact
. Respond to customers' needs, working to defined productivity and performance standards
. Provide information on products and services using set guidelines, procedures and systems
. Identify sales opportunities when they arise, explaining the benefits of various products
. Be aware of changes in products, services and policy to provide best advice to customers
The Individual
We'll expect you to be professional, helpful, clear and understanding, as well as minimising the time a customer is kept on hold and maximising the time you are available to take calls- And, when the opportunity arises, you should do everything you can to ensure that customers receive all the products and services that suit their needs-
Additional Website Text
Salary & Benefits The RBS Group is recognised as having one of the most innovative and flexible reward programmes in the financial services sector- - Salary from £ 12,863
- An additional 25% benefit funding which gives you the option of choosing your own mix of either all cash and / or benefits - totalling £16,079 package
- Opportunity to participate in bonus schemes
- A huge range of discount vouchers which cover everything from childcare to shopping, wine and fashion
- Discounted group products such as life assurance, private medical cover and insurance options
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Hours - Permanent Contract
- Full Time Hours
- The opening hours of the centre are: Monday - Friday 06:00 - 20:00, Saturday 08:00 - 20-00 and Bank Holidays 06:00 - 20-00
- Some evening and weekend work may be required
- Please Note you may be required to work every Saturday
- Your actual working hours will be discussed at interview and will include working every Saturday
- Training will be full time for 5 weeks, Monday - Friday 09:00 - 17:00
Selection Process Step 1 - Online Application - Gathering your personal details, for example work history
- Questions relating to RBS minimum requirements for the role
Step 2 - Telephone Interview · A telephone interview lasting up to 20 minutes which focuses on the capabilities needed to do the job Step 3 - Face to Face Interview including Practical Activity - Questions relating to the capabilities required for the job including a Practical Job Related Activity
- This is also a great opportunity for you to ask any questions
Screening Process We take every precaution to protect the information that we hold about our customers so, as part of our recruitment process we will carry out the following checks: - Credit Check
- Verification of previous 2 years activity
If you are invited to an interview you will need to provide the following documents: - Proof of right to work within the UK- either a valid EU Passport OR a full Birth Certificate AND proof of National Insurance number, OR a valid Passport stamped with a UK work permit visa that confirms current right to work within UK-
- Current utility bill or bank statement with your name and address on it and dated within the last 3 months (council tax bills can be within 6 months)
You will also need to provide documents to verify your activity over the past 2 years- These could include: - Current payslip dated within the last 3 months, or a P45 or P60 if dated within the last 3 months
- If you have less than 2 years work experience because you have recently left education please provide documentation regarding academic qualifications obtained within this period
If your circumstances are not covered by the above, the documentation required will be discussed at interview
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