Location: Milton KeynesWorking hours: 35hrs per week, Monday to Friday3 weeks training - mon-fri - 9-5£12 an hour Job Summary & Responsibilities Responsible for answering incoming calls from GS Bank customers and prospects providing product information, account opening support as well as account maintenanceBuilds rapport with our customers to resolve service issues and customer questions ● Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed proceduresResponsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, funds transfer, exception processing, correspondence and complaint monitoring and responseEnsures all accounts in workflow are managed accurately and in a timely manner ● Documents all service efforts for each assigned account in accordance with established procedures and compliance policiesReceives and responds to escalated customer enquiriesAccesses multiple electronic systems and documents steps taken to efficiently service the customerResponsible for simple assigned supervisory activities in support of achieving customer service goalsActs as a back-up to team leader and assist with developing team members by providing peer-to-peer coaching and training new team members in accordance with standard operating proceduresRecognises that quality is measured through call recordings and case auditing ● Meets established goals for all metrics, including call quality, productivity and customer acquisition by focusing on maximising service to customers ● Completes ongoing compliance and remedial training as scheduled ● Has an understanding of Operational RisksServes as a SME and coach for sound retail deposit practicesCommunicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards ● Participates in projects to drive operational excellenceBasic Qualifications Experience in delivery of customer servicePreferred Qualifications Experience in a retail banking environment ● Degree/Diploma or equivalent military experienceRandstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
Location: Milton KeynesWorking hours: 35hrs per week, Monday to Friday3 weeks training - mon-fri - 9-5£12 an hour Job Summary & Responsibilities Responsible for answering incoming calls from GS Bank customers and prospects providing product information, account opening support as well as account maintenanceBuilds rapport with our customers to resolve service issues and customer questions ● Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed proceduresResponsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, funds transfer, exception processing, correspondence and complaint monitoring and responseEnsures all accounts in workflow are managed accurately and in a timely manner ● Documents all service efforts for each assigned account in accordance with established procedures and compliance policiesReceives and responds to escalated customer enquiriesAccesses multiple electronic systems and documents steps taken to efficiently service the customerResponsible for simple assigned supervisory activities in support of achieving customer service goalsActs as a back-up to team leader and assist with developing team members by providing peer-to-peer coaching and training new team members in accordance with standard operating proceduresRecognises that quality is measured through call recordings and case auditing ● Meets established goals for all metrics, including call quality, productivity and customer acquisition by focusing on maximising service to customers ● Completes ongoing compliance and remedial training as scheduled ● Has an understanding of Operational RisksServes as a SME and coach for sound retail deposit practicesCommunicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards ● Participates in projects to drive operational excellenceBasic Qualifications Experience in delivery of customer servicePreferred Qualifications Experience in a retail banking environment ● Degree/Diploma or equivalent military experienceRandstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
Clients Services Advisor £20,000 - £21,000 per annumPermanent roleAre you experienced in dealing with customers either face-to-face or over the phone? Are you looking to secure a position in financial services? Are you looking for a permanent position with the opportunity of furthering career progression?Apply to be a key part of the world's largest hedge fund and private equity administrator, as well as the largest mutual fund transfer agency with a rapidly growing team in Burnley! Working for this market leading company will give you access to exciting opportunities to further propel your career and enable you to develop several transferable skills to build up your repertoire. Upon starting you will be enrolled on an unparalleled training programme to begin in your role and unlock opportunities for career growth within the company.Job Responsibilities:Manage inbound customer queries from retail customers on behalf of fund managersComplete telephony, digital and admin based tasks to service customer queriesTake ownership of customer problems, solving them at first point of contact and escalate when requiredBuild long lasting professional relationships with customers that will exceed their expectationsDeal with customer data ethically and in accordance with the FSA requirementsResponsible for responding to customer queries on behalf of a number of high-profile brandsManage transactions relating to Unit Trusts, ISA's and a range of accountsRequirements:Customer service experience - can be retail, hospitality or telephonyRecent graduates looking to enter the financial servicesHave a real passion for assisting customers and providing first-class serviceAPPLY NOW!Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
Clients Services Advisor £20,000 - £21,000 per annumPermanent roleAre you experienced in dealing with customers either face-to-face or over the phone? Are you looking to secure a position in financial services? Are you looking for a permanent position with the opportunity of furthering career progression?Apply to be a key part of the world's largest hedge fund and private equity administrator, as well as the largest mutual fund transfer agency with a rapidly growing team in Burnley! Working for this market leading company will give you access to exciting opportunities to further propel your career and enable you to develop several transferable skills to build up your repertoire. Upon starting you will be enrolled on an unparalleled training programme to begin in your role and unlock opportunities for career growth within the company.Job Responsibilities:Manage inbound customer queries from retail customers on behalf of fund managersComplete telephony, digital and admin based tasks to service customer queriesTake ownership of customer problems, solving them at first point of contact and escalate when requiredBuild long lasting professional relationships with customers that will exceed their expectationsDeal with customer data ethically and in accordance with the FSA requirementsResponsible for responding to customer queries on behalf of a number of high-profile brandsManage transactions relating to Unit Trusts, ISA's and a range of accountsRequirements:Customer service experience - can be retail, hospitality or telephonyRecent graduates looking to enter the financial servicesHave a real passion for assisting customers and providing first-class serviceAPPLY NOW!Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
We have an exciting opportunity for an experienced Customer Service Team Leader/ Manager to join a globally recognised luxury brand.Main PurposeTo support and lead a team of 7 in customer services, maintaining professional environment for the customer service team to thrive to solve problems and increase customer satisfaction, which will result in an increase in sales.DailyManage the day to day running of the Customer Service officeResponsible for leading, mentoring and empowering the Customer Services Team Develop, implement, and maintain relevant support guidelines, processes and procedures which contribute to improving the customer's experience and reducing support related issuesEnsure that processes set out for the Customer Service Department are followed. Create and implement monthly reports and provide KPI's analysis to ensure the customer service levels at met/exceededMonitor Monthly Customer Service CostsLiaise with the customer on telephone calls that have been escalated by the teamIdentify trends in respect of complaintsManage the recruitment and induction of new employees Provide side by side coaching and feedbackDelivery monthly 1:1 session with each member of your team, with a focus on development and engagement.About you?Experience in a Customer Service Team Leader / Manager role or similar (essential) You will be able to demonstrate the desire for continuous improvementA proven background of coaching, mentoring, and organisation skillsAbility to forward plan and look aheadProblem solving and decision-making skillsExcellent communications skillsYou will be a great communicator, focusing on building strong relationships.You will be resilient, adaptable and will be able to think on your feet, whilst remaining calm under pressure.Driving licence and own car due to locationAbility to analyse data to drive performance and improvementsThe roleFull time permanent positionMonday to Friday 9-5 Salary between £28,000 - £30,00028 days (inclu BH)Progression opportunities Apply today! Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
We have an exciting opportunity for an experienced Customer Service Team Leader/ Manager to join a globally recognised luxury brand.Main PurposeTo support and lead a team of 7 in customer services, maintaining professional environment for the customer service team to thrive to solve problems and increase customer satisfaction, which will result in an increase in sales.DailyManage the day to day running of the Customer Service officeResponsible for leading, mentoring and empowering the Customer Services Team Develop, implement, and maintain relevant support guidelines, processes and procedures which contribute to improving the customer's experience and reducing support related issuesEnsure that processes set out for the Customer Service Department are followed. Create and implement monthly reports and provide KPI's analysis to ensure the customer service levels at met/exceededMonitor Monthly Customer Service CostsLiaise with the customer on telephone calls that have been escalated by the teamIdentify trends in respect of complaintsManage the recruitment and induction of new employees Provide side by side coaching and feedbackDelivery monthly 1:1 session with each member of your team, with a focus on development and engagement.About you?Experience in a Customer Service Team Leader / Manager role or similar (essential) You will be able to demonstrate the desire for continuous improvementA proven background of coaching, mentoring, and organisation skillsAbility to forward plan and look aheadProblem solving and decision-making skillsExcellent communications skillsYou will be a great communicator, focusing on building strong relationships.You will be resilient, adaptable and will be able to think on your feet, whilst remaining calm under pressure.Driving licence and own car due to locationAbility to analyse data to drive performance and improvementsThe roleFull time permanent positionMonday to Friday 9-5 Salary between £28,000 - £30,00028 days (inclu BH)Progression opportunities Apply today! Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
We are looking for an experienced Contract Centre Team Leader/Manager that has worked in the travel industry or has a passion for travel! This is a fantastic opportunity to work as part of a leading organisation to help boost team moral, drives sales and deliver exceptional level of customer service at all times. Role PurposeThe primary function of this role is to manage and motivate a team of Contact Centre colleagues to deliver (sales) targets. The role will be focused on driving sales behaviours, improving team efficiency and effectiveness while delivering a quality customer experience.You will inspire your team through regular remote and face to face coaching and development and managing individual performance against contact centre KPIs. With your own performance targets being aligned to your overall team's target.DailyMonitor at least 8 calls per month per agent, 4 of which should be side by sideConduct monthly 1-1's with each Sales ExecutiveSet Action plans for Sales Executives where requiredAnalyse data for your team identifying trends and opportunitiesRecruitment of new team membersMotivating and driving the team to achieve best results and share "best practice" with peer groupBeing the escalation point for all Sale Executives, answering any technical questions from customers and being comfortable handling challenging situationsUndertake Real Time Management of Call Queues and Sales ExecutivesTake customer Contacts for One hour per month as if a sales executive Escalate operational issues as appropriate to the Head of Contact CentreEnsure all customer communication channels are being actively monitored and resourced. E.g. Live Chat, email, and phone.Communicate to your team's business critical information that impacts their roles. E.g. product launches, customer directives, etc. Assist the Head of Contact Centre in implementing key changes to ways of working, structure, etc.About you? Travel experience along with proven results managing/leading a sales team in a contact centre environmentSignificant experience within a telesales or desk-based sales role in a highly customer centric environmentProven experience in observing and coaching a team, mentoring and have a good understanding of conducting appraisals, 1-2-1's and dealing with performance related issuesUnderstanding of how to run a sales process in a contact centre environmentAble to interpret data and form plans from findingsGood experience working with Microsoft Office (Word, Excel & PowerPoint)Competent to stand up to audiences and motivate the team, driving behavioursHighly organised, can delegate responsibilities and plan workload for teamAbility to deliver excellent results in fast-paced environmentExcellent communication skillsListens and provide solutions diligently and promptlyDedicated to providing a high-quality and efficient service to customers.The RoleCirca £30,000 DOE 37.5 hours - Can be between 9AM-19:00 PM Mon - Frid, 9AM - 17:00 PM Sat, 10AM-16:00 PM Sunday & Weekend 1 in 2 during peak period, 1 in 3 during non peakPassport to success programmeProgression opportunities 25 days + BHPension 3% employer employee 5%Employee Assistance programDiscounts on travel related productsParking on-siteApply today! Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
We are looking for an experienced Contract Centre Team Leader/Manager that has worked in the travel industry or has a passion for travel! This is a fantastic opportunity to work as part of a leading organisation to help boost team moral, drives sales and deliver exceptional level of customer service at all times. Role PurposeThe primary function of this role is to manage and motivate a team of Contact Centre colleagues to deliver (sales) targets. The role will be focused on driving sales behaviours, improving team efficiency and effectiveness while delivering a quality customer experience.You will inspire your team through regular remote and face to face coaching and development and managing individual performance against contact centre KPIs. With your own performance targets being aligned to your overall team's target.DailyMonitor at least 8 calls per month per agent, 4 of which should be side by sideConduct monthly 1-1's with each Sales ExecutiveSet Action plans for Sales Executives where requiredAnalyse data for your team identifying trends and opportunitiesRecruitment of new team membersMotivating and driving the team to achieve best results and share "best practice" with peer groupBeing the escalation point for all Sale Executives, answering any technical questions from customers and being comfortable handling challenging situationsUndertake Real Time Management of Call Queues and Sales ExecutivesTake customer Contacts for One hour per month as if a sales executive Escalate operational issues as appropriate to the Head of Contact CentreEnsure all customer communication channels are being actively monitored and resourced. E.g. Live Chat, email, and phone.Communicate to your team's business critical information that impacts their roles. E.g. product launches, customer directives, etc. Assist the Head of Contact Centre in implementing key changes to ways of working, structure, etc.About you? Travel experience along with proven results managing/leading a sales team in a contact centre environmentSignificant experience within a telesales or desk-based sales role in a highly customer centric environmentProven experience in observing and coaching a team, mentoring and have a good understanding of conducting appraisals, 1-2-1's and dealing with performance related issuesUnderstanding of how to run a sales process in a contact centre environmentAble to interpret data and form plans from findingsGood experience working with Microsoft Office (Word, Excel & PowerPoint)Competent to stand up to audiences and motivate the team, driving behavioursHighly organised, can delegate responsibilities and plan workload for teamAbility to deliver excellent results in fast-paced environmentExcellent communication skillsListens and provide solutions diligently and promptlyDedicated to providing a high-quality and efficient service to customers.The RoleCirca £30,000 DOE 37.5 hours - Can be between 9AM-19:00 PM Mon - Frid, 9AM - 17:00 PM Sat, 10AM-16:00 PM Sunday & Weekend 1 in 2 during peak period, 1 in 3 during non peakPassport to success programmeProgression opportunities 25 days + BHPension 3% employer employee 5%Employee Assistance programDiscounts on travel related productsParking on-siteApply today! Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.
German Speaking Customer Service AdvisorSituated in the heart of Liverpool city centre, Bosch have a number of Customer Service roles available for you to be a part of their ambitious growth plan for their prestigious site. We are working in partnership with Bosch to recruit for these roles to join them on one of their new, exciting campaigns. What you will be doing:Handling all customer interaction in a prompt, friendly, personalised and professional manner As a blended agent, interact with the customer across all channels Providing a high-touch experience for customers each and every time Acting as a trusted advisor in answering questions, solving problems, and recommending experiences that meet customer's needs Advising customers on the best services available and building rapport with customers Providing a value add service that enhances the customer experience and builds our brands and service reputation Capture and maintain the quality of customer data Identify and highlight any service-related issues, incidents, or trends Highlighting and escalating issues as necessary whilst delivering and maintaining both individual and team targetsAbout you:You will have some previous experience of working in a fast paced, contact centre environment providing excellent customer serviceYou will have an energetic, inquisitive, can- do-attitudeA naturally proactive, confident and self-motivated individualYou will possess excellent time management and organisational skillsA real passion for delivering first class customer serviceQuality focused with attention to detailEmpathetic, a warm, helpful and positive approachProactive, confident, self-motivated and driven to succeedA team playerGood communication, interpersonal and problem solving skillsIT Savvy with good MS Office and keyboard skillsThe commitment to work towards individual and team goals Randstad are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability, sex or gender identity. If you have a disability or any reasonable adjustment that requires accommodating through the application process please contact us.
German Speaking Customer Service AdvisorSituated in the heart of Liverpool city centre, Bosch have a number of Customer Service roles available for you to be a part of their ambitious growth plan for their prestigious site. We are working in partnership with Bosch to recruit for these roles to join them on one of their new, exciting campaigns. What you will be doing:Handling all customer interaction in a prompt, friendly, personalised and professional manner As a blended agent, interact with the customer across all channels Providing a high-touch experience for customers each and every time Acting as a trusted advisor in answering questions, solving problems, and recommending experiences that meet customer's needs Advising customers on the best services available and building rapport with customers Providing a value add service that enhances the customer experience and builds our brands and service reputation Capture and maintain the quality of customer data Identify and highlight any service-related issues, incidents, or trends Highlighting and escalating issues as necessary whilst delivering and maintaining both individual and team targetsAbout you:You will have some previous experience of working in a fast paced, contact centre environment providing excellent customer serviceYou will have an energetic, inquisitive, can- do-attitudeA naturally proactive, confident and self-motivated individualYou will possess excellent time management and organisational skillsA real passion for delivering first class customer serviceQuality focused with attention to detailEmpathetic, a warm, helpful and positive approachProactive, confident, self-motivated and driven to succeedA team playerGood communication, interpersonal and problem solving skillsIT Savvy with good MS Office and keyboard skillsThe commitment to work towards individual and team goals Randstad are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability, sex or gender identity. If you have a disability or any reasonable adjustment that requires accommodating through the application process please contact us.
JOB PURPOSE:To provide contact centre (telephony) services to students with any or all enquiries relating to enrolment for new students and re-enrolment for returning students. To effectively manage student queries with an aim to resolve 'at first touch' and to liaise with subject matter experts in enrolment stakeholder teams where appropriate.MAIN DUTIES AND RESPONSIBILITIES: Staff the Enrolment Support telephone line and deal with the full range of enrolment related student queries; diagnosing and resolving those that can be dealt with immediately at first line and effectively liaising with specialist teams within the Conversion and Enrolment Group where student enquiries may require further investigation in order to resolve;Interrogate student record and allied IT systems and liaise with colleagues across the university as required to ensure entitlement and to support diagnosis;Based upon a broad and growing understanding of the student lifecycle, to diagnose student needs, provide advice and explanation and refer students to the full range of specialist services using agreed protocols; Promptly document all queries through the Hub helpdesk CRMAssessment Days will take place on: Monday 16th May 2022Tuesday 17th May 2022Wednesday 25th May 2022Thursday 26th May 2022Person specificationA degreeGood understanding of University protocols and process, along with knowledge of the University enrolment process.Ability to work flexible hours (early mornings, late evenings and weekends)A commitment to delivering outstanding customer service and to proactively explore ways to improve quality of serviceAbility to deal calmly with busy and/or pressurised situationsRelevant experience of customer service delivery in an HE settingSubstantial experience of successfully delivering a customer focused (customer support) service to agreed service levels Randstad Business Support is acting as an Employment Business in relation to this vacancy.
JOB PURPOSE:To provide contact centre (telephony) services to students with any or all enquiries relating to enrolment for new students and re-enrolment for returning students. To effectively manage student queries with an aim to resolve 'at first touch' and to liaise with subject matter experts in enrolment stakeholder teams where appropriate.MAIN DUTIES AND RESPONSIBILITIES: Staff the Enrolment Support telephone line and deal with the full range of enrolment related student queries; diagnosing and resolving those that can be dealt with immediately at first line and effectively liaising with specialist teams within the Conversion and Enrolment Group where student enquiries may require further investigation in order to resolve;Interrogate student record and allied IT systems and liaise with colleagues across the university as required to ensure entitlement and to support diagnosis;Based upon a broad and growing understanding of the student lifecycle, to diagnose student needs, provide advice and explanation and refer students to the full range of specialist services using agreed protocols; Promptly document all queries through the Hub helpdesk CRMAssessment Days will take place on: Monday 16th May 2022Tuesday 17th May 2022Wednesday 25th May 2022Thursday 26th May 2022Person specificationA degreeGood understanding of University protocols and process, along with knowledge of the University enrolment process.Ability to work flexible hours (early mornings, late evenings and weekends)A commitment to delivering outstanding customer service and to proactively explore ways to improve quality of serviceAbility to deal calmly with busy and/or pressurised situationsRelevant experience of customer service delivery in an HE settingSubstantial experience of successfully delivering a customer focused (customer support) service to agreed service levels Randstad Business Support is acting as an Employment Business in relation to this vacancy.
JOB TITLE: Customer Service Representative LOCATION: Remote, based in North of EnglandDURATION: PermanentSTART DATE: May 2022PAY: £19,179 - £22,067HOURS : 35 hours per week Randstad is recruiting for the UK's leading savings management platform for Customer Service Representatives. Our client provides savings management and technology services for new challenger banks and established providers across the UK. The ideal candidate will prove their desire to provide excellent customer service to the highest standard. Full training for the role will be delivered, commencing from your first day and lasting 5 weeks, this will be run Monday-Friday 9am-5pm. Responsibilities: Deliver first class customer care to new and existing customersYou will handle unscripted calls from customers, answering queries and solving problems.A variety of interesting and meaningful administration tasks allocated dailyPutting customers first and getting things right the first time. What are we looking for? Upbeat and confident communicators, whether that is over the phone, via email or letter, being clear and displaying great attention to detail is crucial.Being tech savvy is also advantageous as our representatives work with multiple systems and programmes designed to ensure customer service is at a high standard. This includes the use of multiple screens and devices. Some of the benefits include: Remote working with the chance to go into your local branch to learn other rolesCorporate pension schemeLife assuranceStaff offers and access to staff association offering discounts for local trips, events & services+ Much more!Randstad Business Support is acting as an Employment Agency in relation to this vacancy.
JOB TITLE: Customer Service Representative LOCATION: Remote, based in North of EnglandDURATION: PermanentSTART DATE: May 2022PAY: £19,179 - £22,067HOURS : 35 hours per week Randstad is recruiting for the UK's leading savings management platform for Customer Service Representatives. Our client provides savings management and technology services for new challenger banks and established providers across the UK. The ideal candidate will prove their desire to provide excellent customer service to the highest standard. Full training for the role will be delivered, commencing from your first day and lasting 5 weeks, this will be run Monday-Friday 9am-5pm. Responsibilities: Deliver first class customer care to new and existing customersYou will handle unscripted calls from customers, answering queries and solving problems.A variety of interesting and meaningful administration tasks allocated dailyPutting customers first and getting things right the first time. What are we looking for? Upbeat and confident communicators, whether that is over the phone, via email or letter, being clear and displaying great attention to detail is crucial.Being tech savvy is also advantageous as our representatives work with multiple systems and programmes designed to ensure customer service is at a high standard. This includes the use of multiple screens and devices. Some of the benefits include: Remote working with the chance to go into your local branch to learn other rolesCorporate pension schemeLife assuranceStaff offers and access to staff association offering discounts for local trips, events & services+ Much more!Randstad Business Support is acting as an Employment Agency in relation to this vacancy.