Job Description

The successful candidate will work closely with the Savings Manager forming a new team to provide first class service for customers. It is essential that you are confident, personable, enthusiastic and hard working. The successful candidate will; • Be the first point of contact with our Savings customers • Help customers with the opening and ongoing running of their accounts • Ensure accurate and timely response to customer queries • Meet Service Level Agreements for processes as specified by the Savings Manager • Ensure all retail processes are completed efficiently and accurately • Liaise with the wider business, including Cash Operations, Transformation and Change and Finance • Represent the Savings Team in cross functional projects providing insight for process improvements • Supporting the Savings Manager in day to day running of the team including capacity management and shift pattern planning • Monitoring queues and workflow to ensure a positive customer experience • Advising the team on how to deal with difficult queries • Helping monitor team performance • Helping resolve and be a point of escalation for customer complaints • Responding in a timely manner to customer feedback This is the ideal career opportunity if you are passionate about changing processes and want to lead a team.a The role is call centre based so there will be shift patterns including weekends.

Required Knowledge, Skills, and Abilities