Telephony Customer Service Representative - Leicester

Job description

The Requirements

If you're a passionate people person who thrives on providing an amazing customer experience, and you're looking for an opportunity that will support you to develop and grow your skills and capability, we'd like to hear from you.

You’ll join us on a competitive reward package of £16,560 increasing to £17,810 after the successful completion of your first year where you've demonstrated the core skills required of the role and your ability to delight our customers through great conversations.

As part of our dynamic contact centre, you'll have an integral part to play in bringing to life our commitment to put customers at the heart of everything we do - making their lives easier and taking the stress out of banking. In return, you'll enjoy a comprehensive structured training programme, and on-going coaching and support to enhance your development and open up progression opportunities. Whatever you want to do, we’ll help take your career to the next level.

What you'll do

At the heart of our contact centre, you’ll add value to every call you take. Whether it’s carrying out day-to-day banking transactions, like paying bills or transferring funds, or offering customers products and services that are right for them, you’ll be there to help. We won’t judge you on the number of calls you handle but on the positive impact you make to every customer, so we’ll expect you to build real rapport, understand callers’ needs and concerns, and find the right solutions – exceptional people are our difference. 

What you'll bring

To be successful, you’ll need to be a real people person, with great listening skills, lots of empathy and the determination to go the extra mile for our customers every day. Resolving the complex problems won’t faze you, and you’ll be able to build a good understanding of our products and services to help answer customer queries, all the while acting within operational processes and procedures.

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.

The Centre is open 7am-11pm Monday-Sunday, your hours of work are likely to be between the hours of 7am and 11pm, and your shifts will be confirmed in advance.

Weekends - Representatives will be required to work either a Saturday or Sunday each week, the weekend day may vary but agents will not be scheduled to work both.

Bank Holidays - agents will be scheduled to work the upcoming bank holidays (up to and including New Years Day) unless still in training.  Representatives will have the opportunity to request not to work bank holidays in 2015.

How we'll reward you

Your package is made up of a basic salary of £13,250 and an additional 25% of salary as an allowance.

You can decide how much you want to convert into value-added benefits through RBSelect, the bank flexible programme. You can tailor these benefits to suit your lifestyle with access to things like our retirement savings plan, healthcare schemes, and the chance to buy additional holidays.

On top of this reward package you will participate in a bonus scheme linked to helping our customers and the success of the business.

You will have a generous holiday entitlement of 33 days - although you should note that Bank Holiday working is a feature of this role.

We also provide a wide selection of exclusive lifestyle offers, development and learning programmes, and services and support, all designed to help you manage and balance your work/life priorities.

For more information please visit our benefits page.

At RBS, we are focused on becoming the UK’s number one bank for trust, customer service and advocacy by 2020. We are simplifying our business, concentrating on the areas where we can lead the market, and placing our customers at the heart of everything we do.

*LI-AO

Desired profile

The Requirements

If you're a passionate people person who thrives on providing an amazing customer experience, and you're looking for an opportunity that will support you to develop and grow your skills and capability, we'd like to hear from you.

You’ll join us on a competitive reward package of £16,560 increasing to £17,810 after the successful completion of your first year where you've demonstrated the core skills required of the role and your ability to delight our customers through great conversations.

As part of our dynamic contact centre, you'll have an integral part to play in bringing to life our commitment to put customers at the heart of everything we do - making their lives easier and taking the stress out of banking. In return, you'll enjoy a comprehensive structured training programme, and on-going coaching and support to enhance your development and open up progression opportunities. Whatever you want to do, we’ll help take your career to the next level.

What you'll do

At the heart of our contact centre, you’ll add value to every call you take. Whether it’s carrying out day-to-day banking transactions, like paying bills or transferring funds, or offering customers products and services that are right for them, you’ll be there to help. We won’t judge you on the number of calls you handle but on the positive impact you make to every customer, so we’ll expect you to build real rapport, understand callers’ needs and concerns, and find the right solutions – exceptional people are our difference. 

What you'll bring

To be successful, you’ll need to be a real people person, with great listening skills, lots of empathy and the determination to go the extra mile for our customers every day. Resolving the complex problems won’t faze you, and you’ll be able to build a good understanding of our products and services to help answer customer queries, all the while acting within operational processes and procedures.

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.

The Centre is open 7am-11pm Monday-Sunday, your hours of work are likely to be between the hours of 7am and 11pm, and your shifts will be confirmed in advance.

Weekends - Representatives will be required to work either a Saturday or Sunday each week, the weekend day may vary but agents will not be scheduled to work both.

Bank Holidays - agents will be scheduled to work the upcoming bank holidays (up to and including New Years Day) unless still in training.  Representatives will have the opportunity to request not to work bank holidays in 2015.

How we'll reward you

Your package is made up of a basic salary of £13,250 and an additional 25% of salary as an allowance.

You can decide how much you want to convert into value-added benefits through RBSelect, the bank flexible programme. You can tailor these benefits to suit your lifestyle with access to things like our retirement savings plan, healthcare schemes, and the chance to buy additional holidays.

On top of this reward package you will participate in a bonus scheme linked to helping our customers and the success of the business.

You will have a generous holiday entitlement of 33 days - although you should note that Bank Holiday working is a feature of this role.

We also provide a wide selection of exclusive lifestyle offers, development and learning programmes, and services and support, all designed to help you manage and balance your work/life priorities.

For more information please visit our benefits page.

At RBS, we are focused on becoming the UK’s number one bank for trust, customer service and advocacy by 2020. We are simplifying our business, concentrating on the areas where we can lead the market, and placing our customers at the heart of everything we do.

*LI-AO