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Contact Centre Advisor

About The Role

Are you passionate about providing a great service and helping customers?

Are you looking for an organisation that truly cares about its customers and colleagues?

As we continue to grow and see continued success with internal progression, we are now looking for customer focused individuals who thrive off providing an exceptional service, to join our Mortgage Contact Centre - No mortgage experience required as full training will be given.

Activity:

  • Last month we were presented with 33,972 calls.
  • Achieved a fantastic call capture rate of 98.9%
  • Members only had to wait 16 seconds on average before their call was answered by a member of staff which we’re really proud of.
  • We are keen to meet with individuals who would like to be a part and contribute to this success.

Our contact centre is the first point of contact for our existing and potential customers and is truly at the heart of our direct mortgage business. It’s a fast paced, friendly and energetic environment where every day is different. , We also provide an environment that supports personal growth encouraging colleagues to learn and develop.

If you join our team, your main responsibilities will consist of:

  • Taking inbound calls from our customers
  • Helping and supporting them with their enquiries, ranging from general enquiries, taking payments or supporting them through more complex situations.
  • We aim to provide a first class customer experience, ensuring our customers are given clear and accurate information in a friendly, professional and efficient manner

Future development in the business area:

Once you are confident with the core elements of the role you will progress through a structured progression scheme, enabling you to receive training to deal with more technical / complex situations giving you the opportunity to own your personal development and build a career in mortgages if you wish.

We have FT and PT vacancies either in the day or evening - please see below:

You will be required to work 35 hours flexibly across the following day hours:

  • 8am to 8pm Monday to Friday
  • 9am to 5pm Saturday
  • 10am to 4pm Sunday
Or for evening shifts only:
  • Mon – Friday, 4pm – 8pm.

Start date:

 10th Sept followed by a 4 week thorough training programme that is Monday to Friday 9am - 5pm

About You

 What are the team looking for from you:

  • Evidence of recent customer service experience within a fast paced environment
  • Strong communication skills and attention to detail
  • Experience of working towards performance measures and goals
  • Coping with pressures and problem solving ability
  • Team work and flexible approach
  • Dedicated, professional and committed
 


About The Company

We’ve been proud holders of Gold Ribbons for Savings & Mortgages from Fairer Finance since they introduced them over two years ago. Fairer Finance helps consumers find a bank or building society that offers good service, not just a good rate. We have also been ranked 55 in times 100 Best Companies to work for – what an achievement

It's proof that not only do we look after our customers, but our colleagues, too. After all, happy employee’s means happy customers and we genuinely encourage our teams to have the customer experience at the heart of everything they do.

Please detail in your application if your interested in the day of evening shift pattern

 

Key Information

Role Title:
Contact Centre Advisor
Salary Details:
Salary package £21,276 per annum (based on full time, fully shifted working pattern)
Number of hours per week:
35
Location:
Coventry-Binley Business Park
Vacancy Type:
Permanent - Full Time
Closing Date:
24 Aug 2018

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