Job Description

Roles and Responsibilities

Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

Individual service, quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs

Targets on efficiency, quality and effectiveness

Adherence to documented policies an procedures

Customers / Stakeholders

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications

Generating customer loyalty through strong knowledge of key products and services

Owns and resolves issues and understands how and when to escalate

Quality monitoring scores

Direct customer feedback via complaints, compliments and customer satisfaction surveys

Completion of required training and accreditations

Number of calls that lead to offering value added products and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

Leadership & Teamwork

Acts as a role morel for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values

Values diversity amongst team

Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains

Completion of other team related duties as appropriate

Displays patience and empathy

Operational Effectiveness & Control

Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres

Maintains internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'

Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Completion of technical training that enhances system knowledge and proficiency

Regular attendance at learning sessions and team meetings

Adherence to clear desk and other internal policies

Timely completion of mandatory compliance, risk and regulatory learning modules.

What youll do:

Major Challenges (The challenges inherent in the role that require a continual test of the role holders abilities)

Changing performance parameters (e.g. Scorecard changes)

Understanding updates on procedural changes and compliance

Achieving customer excellence in every contact