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Customer Care Agent

4 months ago

Newcastle upon Tyne, United Kingdom Candidate Source Full time
We are looking for ambitious and motivated Customer Care Agents to join an energetic team that supports everyday banking customers. You will be supporting providing telephone support with account queries, amendments, complaints, applications, and escalating complex complaints and reports of fraud to specialist teams.
You will be required to work 37.5 hours per week, working shifts across Monday-Friday, between the hours of 08:00-20:00. Saturdays will be worked once every 4 weeks between the hours of 09:00-17:00, when a Saturday is worked you will get the time back in lieu the following week.
Shifts will be provided in advance and this role offers home working within the UK.
Shift Pattern     
Week 1 – 8am – 4pm - Monday to Friday
Week 2 – 12pm – 8pm - Monday to Friday
Week 3 – 9-5pm - Monday to Friday
Week 4 – 12pm-8pm – Monday, Tuesday, Wednesday, Friday and Saturday (Saturday is 9am – 5pm)
Hands on training will be provided over teams for the first few weeks so you will be confident with systems and providing an exceptional service.
The role is not sales or advisory related, but you will have realistic key performance indicators to meet on your work. You will benefit from remote working and holiday pay on this fixed term contract.
What you’ll be doing as Customer Care Agent:
Receiving inbound calls to discuss account queries and issues.
Listening carefully and working to find a solution at the first point of contact.
Taking detailed notes relating to more complex queries, complaints or fraudulent activity to pass onto specialist teams.
Providing a high level of service to each customer, taking into account vulnerabilities and adapting your approach.
Adhering to the bank’s regulatory guidelines and training.
Completing day to day administration.
Providing clear communication to external and internal contacts.
 
What we’re looking for in a Customer Care Agent:
Previous customer service experience.
Confident working with vulnerable customers and knowledgeable of the TEXAS model.
Knowledge of financial products would be advantageous.
Proactive and motivated to resolve issues first time and exceed service expectations.
Desire to learn and improve.
 
Are you enthusiastic about starting a career in finance? Are you passionate about providing an excellent experience? If you’ve answered yes to both then please apply We look forward to meeting you To apply for this role as Customer Care Agent, please click apply online and upload an updated copy of your CV.
We are committed to equality of opportunity for contractors all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Please note any job offer is subject to satisfactory pre-employment screening checks. These consist of 5-year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
To help you stay safe in your job search we will never ask for your bank details at the application stage.
Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to