Customer Service Representative

About Us: Founded on the grounds of innovation – iXceed Solutions , is an ISO certified, leader in Talent and Digital recruitment solutions, serving fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more. Website : LinkedIn URL : Position: Customer Service Representative Location: Swindon and Southampton , UK Mode of Work: Fully Onsite Role 5 days in a week Contract Type: Permanent role Work History:- Previous banking/financial service/insurance etc experience in the UK - very benefical Need to have minimum 2 years of customer service experience in the UK (customer service through face-to-face/over the phone) Work history needs to be within the last 3 years Why my job matters • You will continuously interact with our customers and be the “face” of Client, aiming to surprise and delight them so they become customers for life. This will be achieved by understanding their needs, exceeding their expectations and finding opportunities to promote the services and products available to them. What I need to do – my accountabilities • I will show due diligence and attention to detail in all customer transactions, ensuring I get it right first time and to a high standard. • I will ensure that my knowledge base covers all aspects of Cashiering as well as the CSR role. • I will ensure that delivering exceptional customer experience is at the heart of every interaction I have. • I will look for ways to deliver our Customer Promises at every interaction and celebrate them with customers. I will do this by using Timeline to record transactions and by getting to know our customer's individual requirements. • I will make sure customers have the products that they need and are able to access the banking channel that works best for them. I will do this by being curious and exploring all relevant products and services we offer to support customer interactions. • I will continuously look for ways to develop myself, increase my knowledge and awareness and develop my ability to manage complex accounts. I will take ownership for my development and ensure I am observed regularly. • I will actively use the tools I have available such as Creating FANS Hub, Timeline and Metropedia to support me with my customer interaction. • I will be a team player, supporting my Store and colleagues to achieve their best performance across a balanced scorecard. • I will participate in Community and Store events and continuously look for ways to promote our brand. • Any other duties as required that reasonably fall within the role. I have got these skills, knowledge and qualifications (Minimum requirement to do the job) Skills • Ability to demonstrate strong attention to detail by following policies and procedures and encouraging others to do the same through role modelling and accountability. • Has a “can do” attitude, bringing positivity and teamwork every day, making you an ambassador for the Metro brand. • Curious to continuously improve by finding answers and supporting others in finding solutions to their queries. • Takes responsibility for any problems you encounter, regardless of whether they are yours, as an opportunity to find improvements for both you and Client. • Looks to exceed expectations with both colleagues and customers, always striving to be the best. • Adaptable to a variety of situations and able to prioritise workload. Knowledge • Expert knowledge of Client products and services and how they compare to our competitors. • Understanding of how Cient intends to be the Best Community Bank through our five pillars. • Able to navigate through the technological tools available, such as Creating FANS Hub, Metropedia, CRM, T24, Mpeople, Mteller and Yammer, with confidence in order to support colleagues and FANS in the best way possible. • Aware of how Store performance works and how your contribution impacts the wider Bank. Essential role-specific qualifications • GCSE Maths and English, or equivalent, is strongly desirable. Where candidates don’t have this, exploration of the apprenticeship scheme to be considered. • Qualification to degree level is desirable, but not essential. I have probably got this experience (Minimum requirement to do the job) • Experience working with customers and evidence of how you build rapport with your peers. • Experience of working in a fast-paced environment and having to adapt to different customers and their needs. • Banking experience is desirable but not essential. • Computer literacy. Career Step Definition Knowledge • Administers processes and systems and contributes to team activity. Problem Solving • Problems are defined and may sometimes need investigating. Stakeholders • Communicates with team and customers to ensure that their needs are met. Planning • Plans own daily activity and gets involved with team activity with the help of their team leader. Responsibility & Risk • Works closely with their team leader to own and deliver pre-defined objectives or service levels. • Understands that there are consequences of not following processes