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Contact Centre Advisor

2 months ago

Slough, United Kingdom MetroBank Full time

Contact Centre Advisor - Slough
Team Contact Centre
Location Slough Contact Centre
County Berkshire
Ref # 20997
Closing Date 22-Sep-2024
We are proud to have won the "Most Loved Workplace" award At Metro Bank, people come first - our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We are advocates of a diverse and inclusive workplace consistently seeking the most qualified candidates from a wide range of diverse communities.
As a Contact Centre Advisor, you will interact with our customers as the 'voice' of Metro Bank, displaying sound knowledge of our processes, systems, products, and services and delivering exceptional customer service.
What you will do:
• Provide fantastic service and support to our customers over the phone
• Be a representative of the Metro Bank brand and its culture
• Advise our customers on all types of queries such as: balance enquiries, payments, internet banking, card management, using our mobile app
• Update all our systems, making sure you attend to every detail and record all conversations
• Follow the correct processes to make sure our customers are safe
• Live and breathe our values and be a great team player
As a bank, risk is inherent in all our operations. We admire individuals who demonstrate accountability, have excellent attention to detail and who prioritise the well-being of our customers, colleagues, and Metro Bank.
What you will need:
• Ability to build strong customer relationships in a fast-paced environment
• Maintain meticulous attention to detail even under pressure
• Profound understanding of the risks associated with the role and their implications for both yourself, and Metro Bank's customers
• Proficiency in computer skills, including a working knowledge of Microsoft Office
• Excellent English written and verbal communication skills
• Capability to deliver outstanding customer experiences within a fast-paced environment
• While prior experience in finance or banking is not always required, a minimum of 6 months experience in handling customer service queries and operating in an environment that has controlled processes in place, is essential
Working Arrangements & Training:
We require you to be flexible to work Monday to Friday from 9am to 5:30pm / 10am to 6pm as well as a variety of shift patterns over the weekend.
Shifts could start at 7.30am or latest 11.30am (albeit few and far between), across the 7 working days in order to support out of hours.
We will make sure you get the training needed to help you in this call centre role, which will be a mixture of live teams' sessions with a trainer, self-study (including exercises and articles), and on the job training (such as observing, buddying up, and taking calls from our customers). All of this training will be blended together across an initial period of three weeks.
We are pleased to provide a hybrid working option for our employees. Team members who work four or more days per week can enjoy two days in the office, while those working three or fewer days per week can have one office day. This benefit is available after successfully completing training and receiving sign off.
Our promise to you
• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and colleague discounts
• Extensive training and internal opportunities for career advancement.
• Upon completion of training, you will receive a salary uplift.
• Emphasis on work-life balance, offering opportunities for flexible shift patterns tailored to accommodate your professional responsibilities and personal life.
Important Footnote
Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that 'normal' office hours aren't always doable, and while we can't accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren't sure if you are 100% there yet why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates Good luck