senior customer service advisor in sunderland

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job details

sunderland, north east
job category
customer services
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working hours
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job description

As a Senior Customer Service Advisor we'll look to you to provide an exceptional customer experience by providing excellent service that helps customers to achieve their ambitions and meets their day to day banking needs. You will use all available communication channels such as phone, chat and video to interact with customers, including proactive contact. You will have the autonomy to make decisions about the best use of your time by drawing on your significant experience to decide when it is appropriate to deviate from planned activities as and when customer and business needs require it.

What will you be doing?
* You'll put yourself in the customer's shoes and understand how everyday products and services can help our customers now and in the future
* You'll be proactive and engaging, assisting customers with their essential everyday needs, providing every day banking solutions where appropriate
* You'll be seen as an expert amongst your peers through your knowledge and understanding of the specialist areas
* You'll actively listen to the customer and engage the right specialist teams to ensure the best customer outcome
* You'll delight the customer by offering a professional, caring, consistent and outstanding level of customer service, whereby an emotional connection with the customer is built

What we're looking for:
* Proven ability to meet performance standards.
* Experience of operating in a customer -facing role where service is paramount.
* Experience of dealing with complex customer queries and complaints
* Excellent verbal and written communication skills

Skills that will help you in the role:
* Experience of delighting the customer by offering a professional, caring and outstanding level of customer service.
* Striving to exceed customer expectations and being empowered to deal with customer requests at first point of contact.
* Using your time efficiently, adhering to personal work patterns and schedules to meet customer demand and ensure you achieve your own objectives.
* Commitment to your own in-role development, by continuously developing your own knowledge, skills and competence

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


communication,handle complaints,customer care,empathy,flexible,friendliness,handlestress,increase customer retention,verbal communication