| Advertiser: | Hays Contact Centres |
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| Job Title: | Customer Service Officer / Cashier | ||
| Job Description: |
Purpose of your role:
Delivering outstanding service to our customers, dealing with enquiries quickly and efficiently. Helping the branch team strengthen relationships with the customer by getting quality referrals for the CA or specialist providers. Accountabilities: At performance reviews, a Customer Service Officer will be accountable for: 1.Meeting targets in the following areas: Service: Income: Risk: People. 2.The number of quality referrals agreed. 3.Achievement of individual CVP target. 4.The level of service provided to customers. 5.Action taken to prevent fraud/loss to the company. 6.Adherence to regulatory requirements, e.g. Mortgage Conduct of Business, Insurance Conduct of Business, Customer Connections – Group Customer Complaints Policy. To achieve these accountabilities, the Customer Service Officer will need to undertake the following responsibilities and display the following behaviours in line with the Retail values: Interdependence, Investment in People, Individual responsibility and Customer Driven. Responsibilities: - Delivering outstanding service 1.Deliver outstanding service to customers through the consistent use of our service processes e.g. complaint handling, telephone process and service dialogue. 2.Provide world class service to retain customer loyalty and increase the number of customer referrals to their friends and family. 3.Deal with and process customer transactions and enquiries within agreed standards so that you provide customers with a high quality experience, deepening their relationship with the company. 4.Know the products on offer and understand the process you need to follow to provide an excellent level of service. 5.Adhere to the professional appearance and courtesy standards. Take responsibility for the appearance of the branch, both inside and out (including the display of up to date brochures and campaign material). 6.Adhere to the set dress code and appearance standards to consistently enhance the brand. 7.Follow the ‘Managing Customer Complaints' process to deliver outstanding service. Ensure you are a competent complaint handler (to the required complaint handling level appropriate to your role). - Sales through service 1.Make certain the key processes are followed to book CA, Bancassurance and PMA diaries in advance, ensuring maximum appointment levels. Fill every diary slot available, maximising Retail Diary. 2.Utilise all prompts and prospect tools for each campaign, maximising product offering. 3.Take appropriate fees and ensure refunds are minimised. 4.Show a ‘right first time' approach when working with support units to get the best results for the customer and the business. - Strong control environment 1.Manage risk by ensuring the Bank's key regulatory, operational, credit and control processes are followed. 2.Adhere to all account opening procedures, including Know Your Customer, exercising due diligence at all times. 3.Maintain an understanding of Bank procedures and policies through Regular Reading and Viewing. - Working Together Better 1.Collaborate with your colleagues and support units to ensure customers receive excellent service. - Investment in our people Yourself 1.Make sure you know what's new in the company and your area/region by keeping up to date with key communications and changes. 2.Ensure you are accredited to do your job e.g. Compliance & Introducers, Customer Connections – Group Customer Complaints Policy and ICOB etc. 3.Ensure that you have your own 1:1, completing the necessary paperwork and with you Personal Development Plan updated and reviewed quarterly. 4.Ensure that you allocate time to build your own capability, e.g. coaching from a colleague. 5.Ensure your product and process knowledge is continually developed. Team 1.Let your Branch Manager know if you have any suggestions that may improve the working environment for you and your team. - Key Behaviours 1.As a part of your role you will be expected to display positive behaviours in all of the PEF competencies. Your performance will be measured on the key competencies for your role, listed below: -Achieving Excellence – Level 1 -Communicating – Level 1 -Developing People – Level 1 -Gathering Information – Level 1 -Influencing – Level 1 |
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| Skills Required: | Customer Service Officer / Cashier | For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise. | |
| Location: | Great Yarmouth | ||
| Job Type: | Contract | ||
| Rate: | £7.50 Per Hour Benefits: N/A | ||
| Start Date: | ASAP Duration: Minimum 2months | ||
| Contact: | Lucy Back | Contact E-mail: | LBack.30708.480@hayscontactcentres.aplitrak.com |
| Contact Tel: | 01926 466000 | Contact Fax: | 0208 525 3516 |
| Reference: | NAT/CSO/GRYAR | Added: | 10-07-2008 |
