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Laura - Customer Consultant
Hi my name's Laura and my job title is Customer Consultant. I've only just recently started so to begin with I was just purely on account balance and lost and stolen cards. I have recently been back into training so I'm looking into overdrafts for people, refunding their charges, internet banking problems, again still with the account balance and cards, but its more focused now on what we can offer for the customer and looking for opportunities to give them things that will benefit them. The best thing about the job I think is the environment. I do really enjoy the job but I also really like the environment, like the team I work on, we all started together so we all get on really well. There's a bit of friendly banter and it is challenging, we all sort of go against each other with targets and things like that. The job as well, I do like dealing with the public and customers on a day-to-day basis. It's nice to just have a chat with people.
The Sheffield contact centre is different from our other contact centres in that it takes calls for all our branches. All calls to branches are redirected to us and we handle queries, book appointments and act as the branch back office.
You’re likely to launch your career with us as a Customer Service Consultant. Answering around 75 calls a day, each lasting about 5-7 minutes, you’d offer first-rate customer service and generate sales leads.
Customer Service Consultants do everything possible to help customers manage their finances better. That can mean taking care of anything from an address change or opening an account to handling an overdraft request. You’ll also generate new leads for our Customer Sales Consultants by identifying whether customers would benefit from any other products. There are targets, but they’re in place to motivate you.
When it comes to delivering great service, personality makes all the difference.
It’s a role where personality makes all the difference. Each customer is an individual with their own specific needs and the way you communicate with them directly affects how they think and feel about us. So, rather than financial services experience, you’ll need the ability to listen, empathise and inspire confidence. If you also have loads of initiative and PC skills plus the determination to deliver a great service, our training will teach you the rest.
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