A day in the life of a Service Consultant

You’ll arrive at work 10 to 15 minutes early to be ready for your first call. Being ready to start on the dot every day is a key part of the role – after all, our customers rely on us to be there. There’s no ‘hot desking’ as a Customer Service Consultant, but there’s no set desks either. So while you’ll get to sit with your team, you might not sit next to the same person each day.

Your day will have been planned out in advance, and you’ll be able to view what time your breaks are via your schedule. You’ll spend almost all day on the phone to our customers though, and your schedule will reflect that. Taking a variety of calls, you’ll cover everything from stopping and reordering a cash card to balance enquiries and giving people their account details. And while you’ll deal with similar queries throughout the day, each customer will be different.

The Consultant role in the Service Team is very target-focused and you’ll be measured on things like time spent on the phone, system use and quality of coaching. The targets set are achievable and although you’ll receive training to reach them, they require a lot of hard work. In the role there’s a big focus on generating leads for our Consultants in the Sales Team. So you’ll be expected to recognise opportunities to sell our products to customers. In fact, you’ll ask them about the products that may suit their needs in almost all of your calls. When you do this successfully and reach your targets, you’ll get great rewards. And with our intensive training programme, you’ll have no problem recognising which of our products suit each customer’s needs.

You’ll be able to check those target results on a regular basis through our reporting system. And the more sales you achieve, the bigger your quarterly bonus will be.
As a full-time employee, you’ll get three breaks throughout the day, including an hour for lunch. Before the first break though, you’ll have time to read the communications site. This is central to your role, as it tells you about product changes relevant to successfully meeting customer needs. With market conditions constantly changing, we work hard to make sure our customers get the most out of our products, so they’re constantly changing. Keeping informed of these changes is essential.

Throughout your shift the majority of your time will be spent talking to our customers on the phones rather than the people around you – that’s more than six hours each shift for a full-time employee. However, you’ll have team meetings, a weekly team huddle and a 1:1 with your manager each month. In your monthly team meetings you’ll be encouraged to share work experiences and ideas. And in your 1:1’s, you and your manager will focus on your results and coaching scores.

Finally, at the end of your shift, we’ll expect you to finish your last call before heading home for the night.