Contact Centre Service Consultant (Macclesfield)

  • Salary - £13,500 pa
  • 11 month contract x 5
  • 37.5 hours per week - flexible contract

Hours
per week
quote reference
37.5 - Closing date 20th September HO382, HO383

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Job Purpose & Scope

Reporting to the Contact Centre Team Manager (CCTM) the Service Consultant (SC) is the first point of contact for customers calling the Contact Centre and is responsible for efficient and effective handling of customer queries across the range of products and services. In this key role, the SC provides a friendly, respectful and prompt service to all customers, delivering an outstanding Customer Experience. In addition to providing efficient and accurate customer service, the SC generates referrals for potential new business by securing telephone appointments for customers with Contact Centre Sales Consultants or Nationwide Independent Financial Advisers. The SC is targeted and measured on the number and type of appointments generated and the quality of customer interactions. 

Success in this role relies on the ability of the SC to manage customer queries with professionalism and add customer value through introduction of other products and services available. A friendly, outgoing manner and exemplary customer service skills are critical to effective performance. Good listening skills and the ability to question effectively are also essential.

Key Contribution Areas

Customer Focus

  • Respond to customer queries efficiently and effectively.
  • Provide customers with information from their records.
  • Provide a great customer experience when they call, engaging them in conversation and displaying genuine interest in their needs.
  • Manage all customer interactions in a way that makes the Society “easy to do business with” in the eyes of the customer.
  • Feedback customer issues that arise to appropriate line management or department to support improvement in customer communication.
  • Take ownership of customer complaints and manage within policy.

Sales & Service Objectives

  • Identify opportunities for new business during customer interactions and encourage customers to book follow-on appointments with CC Sales Consultants or Nationwide Independent Financial Advisers as appropriate.
  • Proactively inform customers about new and existing products and services.
  • Seek opportunities to meet customers and identify sales opportunities.
  • Deliver against weekly and monthly targets.
  • Achieve quality monitoring targets.

Team Working

  • Contribute to team meetings and improvements in team working.
  • Provide support to team members to achieve divisional targets.
  • Demonstrate availability through adherence to shift patterns and call centre working practices.
  • Keep records and all business registers up to date at all times.
  • Keep up to date with, and adhere to, all company policies and procedures.
  • Keep work area tidy and up to date at all times.
  • Undertake other duties, as considered reasonable, at request of management.

Personal Development

  • Identify and document development activities in collaboration with line manager.
  • Maintain an up to date Development Plan, logging all development activity throughout the year.

A successful performer in this role will:

  • Focus on delivery of excellent customer service.
  • Meet individually agreed referral targets.
  • Demonstrate empathy with customers and ownership of resolution.
  • Work successfully within frameworks for compliance and regulatory standards.
  • Build rapport and trust with people both internally and externally.
  • Project a positive ‘can do’ attitude to deliver on promises and commitments.
  • Deliver accurate work within agreed service levels.
  • Focus on providing quality leads to colleagues.
  • Build and develop strong relationships with internal & external customers.
  • Comply with all operational regulatory risk requirements.
  • Use initiative to work through barriers and issues.
  • Maintain a professional image in all internal and external interactions.
  • Adapt to changes in the working environment, managing competing demands to make the best use of time and resources.
  • Be flexible and willing to multi-task.

Success Profile

Knowledge

  • Society and partner products and policy.
  • Basic understanding of FS Industry.
  • Computer Literacy.
  • TCF Framework and Implementation.

Qualifications & Experience

  • Maths and English GCSE or equivalent – minimum Grade C.
  • 1 – 2 years retail / customer facing experience strongly preferred.

Personal Attributes

  • Team Player.
  • Achiever.
  • Confidence.
  • Resilient.
  • Calm Under Pressure.
  • Energetic.
  • Dynamic.
  • Assertive.
  • Empathetic.
  • Results Driven.

Compliance

  • Treating Customers Fairly is at the heart of our business and is therefore a key part of your role.  You are responsible for maintaining your awareness of TCF, understanding communications and updates and finding ways of incorporating TCF into your day-to-day activities as you will be expected to demonstrate what actions you have taken to support TCF within your performance discussions.  You will also be required to successfully complete training modules and ROK tests regarding TCF in line with business requirements.
  • Achieve and maintain “Fit & Proper” status.
  • Adhere to all company policies and procedures regarding Health and Safety and co-operate with Line Manager at all times.
  • Comply with Group policy and procedure relating to Money Laundering and Anti-Fraud activities.
  • Comply with all regulatory requirements, both statutory and voluntary, necessary for the delivery of specified business objectives.

Special Requirements

  • Working arrangements – flexible across extended working hours – including Saturdays.

 

 

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