Business Support (Telephony)

Sector: Call Centre
Job Type: Permanent
Date Added: 24 April 2019
  • Birmingham, West Midlands, West Midlands, England Brindleyplace west midlands B1 2AB
  • £9.73 per Hour
  • Armina Ramji
  • 0121 632 4477
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Brindley Place, Birmingham
6 Months - Ongoing (Possible temp to perm)

We are currently recruiting for an experienced Business Support to work in a prestigious banking environment within the team who can comfortably handle the ability to work on their own and able to prioritise their own work load with technical experience.

Customer Query handling for Commercial Customer's 

(via Telephone)

    • Resolve incoming Branch queries received via telephone in an accurate and timely manner adhering to set SLA's
    • Manage own work load and action new work in daily whilst progression Work in Progress and supporting your peers
    • Ensure you meet the set telephone call answering standards set out by the business as 80% of your day will be taking incoming calls and logging cases on our internal database
    • Communicate professionally with customers and colleagues either by email or telephone to clearly communicate query outcomes / resolution - Professional telephone manner required at all times
    • Excellent communication skills required for role
    • Build strong relationships with Branch colleagues and 3rd party suppliers
    • Use training material provided to fully understand our Branch retail service and the service we provide our retail colleagues, ensuring their daily cash needs are met and our customers are served daily for their cash requirements
    • Build relationships with 3rd party cash suppliers and escalate any concerns as appropriate ensuring SLA's are adhered 
    • Once full trained, you will be required to understand the LBG cash accounting and reconciliation model to ensure accurate accounting entries are passed when resolving queries
    • Work as part of a team and support your peers as and when required depending on work plan / volumes
    • Ensure that all work completed adheres to "one best way" and "quality" standards as per our policies, procedures and process maps
    • Ensure that customer impact / risk is reflected through all work completed and help to champion a customer centric culture within the team whilst adhering to our Group Values and Behaviours
    • Ensure that all legislative and regulatory requirements are adhered to by ensuring compliance with the defined complaints handling policy
    • Champion and encourage initiatives in the team such as continuous improvement and delivering excellence
    • Support flow leader to ensure that workflow, SLA adherence, quality standards and an operations excellence culture are maintained within the team
    • Take personal responsibility to drive your own performance and highlight and issues and concerns in advance


    Key accountability's

    • Collaborative working
    • Attention to detail

    • Excellent communication skills


    Essential skills

    • Excellent Communication skills required as bulk  of your work will involve taking incoming calls from our Branch network in England and Wales and resolving their Cash related queries
    • Previous Telephony experience required
    • Able to build strong relationships with our 3rd party suppliers who you will be liaising with daily to support our Branch queries
    • Able to manage own workload and work as part of a team

APPLY TODAY to find out more about the roles available and to be interviewed this week!
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22/05/2019 09:00:00
GBP 9.73 9.73