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Customer Service Advisor

2 months ago

Newcastle Upon Tyne UK, Tyne & Wear, United Kingdom Russell Tobin Full time

Title Customer Service Advisor (work from office)

Client: UK High Street Bank

Location Newcastle NE27 0BY, Cobalt Business Park, Mercury House

Hours 7.5 hours a day, 37.5 hours per week

(Candidate needs to be flexible for shifts and week offs)

Pay £22.3 to £23.5 a year (PAYE) and a holiday benefit.


Please find below the responsibilities:

Responsible for answering the calls for Banking Service, training will be there for 2-3 weeks.

  • Answers contacts promptly and professionally.
  • Log/Validate all contacts on the provided case/call logging system.
  • Resolve customer queries using the relevant tools and systems.
  • Manage end-to-end all contacts logged, providing regular updates to customers on ticket status.
  • Invoke Escalation Procedures within defined time frames.
  • To comply/complete desk-specific or ad-hoc requests/tasks/training.
  • Ensure Quality standards are adhered to regarding both Cases and calls.
  • Continuous documentation validation.
  • Proactively seek support from the escalation team via appropriate methods as required.

•Escalate tickets to another resolution team for validation and further escalation.

•Monitor ticket queues and handle tickets appropriately.

•Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).

•Proactively contribute to the achievement of service desk SLAs.