Customer Service Associate - Middlesborough

Recruiter
Manpower
Location
North Yorkshire, UK
Salary
Competitive
Posted
21 Aug 2019
Closes
31 Aug 2019
Ref
1239816389
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
We are looking for Customer Service Associates to deliver outstanding service excellence in the investigation of mis-sold Packaged Bank Account Complaints on varied shift options, in Middlesborough, Training matches shifts

Role Profile:
Deal with complaints as a result of PPI mis-selling taking into account any risks of the Bank's reputation and ensure these are handled in accordance with the Financial Services Authority timescales
Provide excellent customer service on behalf of Barclays.
Use initiative in developing resolutions to complaints by telephone ensuring solutions satisfy both customer and the business
Provide high quality responses to all complex referrals to customers.
The role holder may be required to work flexibly across a variety of different activities. Activities include investigation of both customer complex queries and complaints along with Head Office complaints. This role involves both written and verbal communication with our customers.

The role holder may be required to work flexibly across a variety of different activities. Activities include investigation of both customer complex queries and complaints along with Head Office complaints.

Case Management;
-Take ownership of complaints, as defined in Barclays Group Minimum Standards.
-To effectively investigate and resolve customer complaints with varying degrees of complexity and know when to escalate complaints of a high degree of complexity and ambiguity.
-To make pro-active outbound calls as necessary to obtain information from the customer to be able to build a full case history
-To engage and take ownership of the complaint putting yourself in the customers shoes
-To capture accurate information and details through the complaint handling process to allow effective analysis of the complaint in a timely manner.
-To maintain and manage individual tasks on a daily basis to ensure that complaint related tasks are dealt with effectively and within relevant timescales.
-To clearly communicate requirements to other business areas when information is required to resolve complaint
-To personally embrace change and share best practise with colleagues.
-With the guidance of your Team Leader provide effective feedback to other areas of business and suggest improvements that can be made to enhance the customers experience and deliver the right outcome
-Achieve/exceed challenging customer service and performance targets.

Control: (5%)
-Understand the appropriate Policies & Standards applicable to the role through reading the Code of Conduct and other training allocated.
-All mandatory training completed to deadlines and understood within given timescales.
-Where applicable, all risk events (incidents) or control failures to be escalated in accordance with advised procedures.

Essential
-Demonstrable knowledge and experience of delivering exceptional customer service
-Knowledge of complaint handling procedures ideally from a financial /claims background
-Highly developed communication and influencing skills through multi-channels
-Confident and resilient telephone manner able to handle challenging conversations
-Strong letter writing skills
-Proven problem solving and decision making ability
-Ability to break down complex issues, assimilate & analyse information and reach a conclusion
-Collaborative approach to handling issues
-High level of quality awareness and accuracy
-Knowledge of Banking Service products and procedures
-Computer literate and able to pick up new systems quickly
-Excellent team player

Preferred
-Knowledge of Banking Service products and procedures

For more information please contact me on (phone number removed) or alternatively I can be reached at Sophie.howley @ Manpower .co .uk

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