Business Services is the 'engine room' of The Royal Bank of Scotland group, providing a diverse range of high quality services to our customer-facing operations- You'll go the extra mile for your customers, ensuring your team provide a world-class service- Taking inbound calls from personal and business customers, you'll provide excellent levels of 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-
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-
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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 £12,351
- In addition to your salary you would receive an additional up to 25% of salary as benefit funding instead of a traditional pension plan*
- Sharesave Scheme - Save 10% off RBS shares and cash in, tax-free after 3 years
- Minimum of 25 days holiday per year plus a further 8 Bank Holidays (both pro rata based at hours worked)
- All employees have access to a great range of discounted financial services products including Mortgages, Loans, Savings and Insurance as well as discounts on other products and services from a number of well known retailers and manufacturers
*Please note that different arrangements apply in Insurance division and in both Northern Ireland and the Republic of Ireland-
Hours - 9 Month Fixed Term Contract
- Full Time Hours
- The opening hours of the centre are: Monday - Sunday 06:00 - 01:00
- Your actual working hours will be discussed at interview -
- Training will be Full Time, Monday to Friday 09-00 - 17-00 for 4 weeks, followed by 2 weeks academy
Selection Process Step 1 - Online Application - Gathering your personal details, for example work history
- Questions relating to RBS minimum requirements for the role
- Completion of a Work Style Assessment
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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