Sales & Service Assistant

Job description

Job description

This is a six month fixed term contract. The roles will be based in Dungannon, Downpatrick, Crossmaglen and the Belfast area. On your Application/CV please ensure to specify which area you would like to be considered for.

As Sales & Service Assistant, you will report to the Customer Service Manager and be responsible for providing a professional, friendly and efficient service to our customers, both face to face and over the phone.

In this vital role, you will:

- Be an Ambassador for Bank of Ireland both internally and externally within the local community, supporting our business, ensuring that our customers are put at the heart of everything we do

- Be the point of contact for existing and potential personal and business customers visiting the branch; communicating our product and service offerings and providing channel recommendations to make their experience welcoming and easy

Customer Experience

- Demonstrate a passion for delivering superior customer service

- Be a role model for Customer Charter Standards and Sales Excellence principles; interacting with customers in a way that embodies our customer ethos and values

- Take personal accountability for the service being delivered to our customers, focussing on right first time to ensure customer transactions and enquiries are processed accurately and ensuring commitments and promises are delivered upon

- Capture customer feedback through the channels available and proactively support the Customer Service Manager generate & embed customer improvement initiatives that derive from positive and negative customer feedback

- Be responsible for the highest levels of accuracy and timeliness, and be required to identify customer needs, as well as spotting fraudulent transactions or unusual behaviour

Commercial Performance

- Proactively take responsibility for managing your own performance levels, adhering to Customer Standards at all times

- Proactively contribute to an efficient multi-channel environment, communicating our service offering to personal customers and providing recommendations for alternative channels that would suit their needs and make banking easier for them

- Accurate and timely completion of cash and customer service activities with a focus on Right First Time, understanding the implications and impacts of your own decisions and actions on our customers and other business areas.

- Follow administrational customer and staff requests accurately to ensure the delivery of consistent and appropriate outcomes for our customers, whilst ensuring no financial loss to BOI UK

- Support business growth by proactively identifying and referring personal and business opportunities to relevant experts through the use of appropriate sales tools, techniques and quality conversations

Risk Management

- Take full responsibility for Conduct Risk Management within your role, ensuring personal knowledge of processes and policies to facilitate effective risk management

- Comply with the Compliance agenda and operate in a manner which appropriately acknowledges and manages any external or internals risks associated with your role to minimise customer detriment or financial loss

- Carry out activities efficiently and with the customer at the heart, in a manner that is fully compliant with Group, Regulatory, Legislative and business unit policies, controls, standards and risks such as security of value

- Ensure customer complaints are dealt with professionally with a customer centric approach and in line with Internal Complaints Procedures

- Ensure that complete and accurate customer data is maintained in line with group standards

Leadership/Teamwork

- Work flexibly and collaboratively across the branch team as required by your Manager

- Seek support and coaching from your colleagues to increase the overall level of skills and capability within your branch

- Take personal accountability for the creation and implementation of your individual development plan

- Achieve proficiency in the skills and competencies required of your role

Desired profile

Essential Key Requirements:

- Experience of working in a sales / customer service role is essential

- Excellent communication and interpersonal skills

- Ability to work under pressure, maintaining high levels of accuracy, quality of information and timeliness

- Proven ability to identify opportunities and engage with customers

- Good technical knowledge and an ability to demonstrate the use of alternative service offerings to customers of different technical abilities

- Strong team player, evidenced by an ability to work collaboratively & supportively with management and colleagues in branch

Desirable Key Requirements:

- Experience within a Banking environment is preferable

Professional Certificate in Retail Banking Practice or Professional Certificate in Personal and Business Lending or working towards.

Reporting to
Customer Service Manager / Branch Manager
Remuneration and benefits