Customer Service Specialist - Telephony Team

Full time
Locationlondon Calendar08/01/2018   Full time Competitive

Customer Service Specialist - Telephony-Team


Are you a great problem solver and do you love creating fans for life? Can you think outside the box to implement improvements for customers? Are you a genius when it comes to mitigating risks? Then look no further, as we may have the role for you!

As a Customer Service Specialist, you will make sure our Retail, Business and Commercial customers receive an outstanding service either by post, email or phone. As a team, you will handle a variety of queries, such as setting up and cancelling standing orders, credit card balance transfers, and processing change of addresses and account closures.

So what would you be doing?...
• Answering calls and responding to emails from customers, helping them with any problems or questions they have
• Helping customers resolve expressions of dissatisfaction
• Working with colleagues across Metro Bank to make the right decisions for our customers at all times
• Liaising with external suppliers to resolve problems
• Logging and managing risk incidents as they arise, and thinking about how we manage these risks moving forward
• Prioritising and managing your daily workload in an ever changing environment from regulatory, operational and IT changes
• Taking ownership and implementing new ways to make things better for customers – always looking for ways to surprise and delight
You need to be this kind of person…
• Passionate about providing unparalleled levels of service and convenience for customers
• Prepared to stick at something – we get nervous if someone has jumped from job to job
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• 100% flexible to work a variety of shift patterns between Monday and Friday
And whilst we always aim to train for skill where possible, on this occasion we are looking for someone who is already able to do all these wonderful things...
• Experience of working in a fast paced organisation where the customer always comes first
• Ability to prioritise and manage your busy workload whilst delivering amazing service
• Comfortable thinking on your feet and taking ownership of how we make things better for our customers
• Exceptional communication skills, both verbal and written
• Strong complaint handling skills
• Knowledge of the systems T24 or CRM would be beneficial
• Experience of managing customer escalations