Telephony Customer Service Representative - Southend-on-Sea

Job description

Join a passionate and motivated team in Southend, and you’ll help our customers understand their needs and give them the information they need to make the right decisions. Our aim is to provide a world class quality service to NatWest customers over the telephone.

What you'll do

You’ll be the first point of contact for customers calling with queries and requests, so you must be able to ensure an excellent experience for every one of them. Taking calls from customers, you’ll handle a huge variety of requests and queries, always ensuring the customer receives both the best possible advice and an excellent experience. When it’s appropriate, you’ll offer customers products and services which are right for them, either selling them yourself or passing the opportunity over to a colleague.

*Offer a high standard of customer service in any telephone contact
*Respond to customers’ needs, working to defined productivity and performance standards
*Provide information on products and services using set guidelines, procedures and systems
*Be aware of changes in products, services and policy to provide best advice to customers

What you'll bring

We’ll expect you to be professional, helpful, clear and understanding, as well as minimising the time a customer is kept on hold and maximising the time you are available to take calls. And, when the opportunity arises, you should do everything you can to ensure that customers receive all the products and services that suit their needs.

How we'll reward you

In return, we offer a competitive salary plus 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities. For more information on our benefits, please visit our website.

At RBS, we want everyone to feel welcome. That’s why we want you to know that we'll work with you to make the application process as smooth as possible. So please just let us know if you need any adjustments or support – we'll do whatever we can to help.

If we offer you a job, we’ll discuss with you how we can help set you up for success, including by making adjustments to your working environment if required.

If you're a new joiner to the bank, please note that we carry out a credit check as part of our referencing process.

Our vision is to become the UK’s most helpful and sustainable bank, and our people are key to achieving this. So we place a high priority on recruiting the best talent with the right skills, experiences and behaviours.