Job Ref: 215551867

Date: 2022-01-13 08:31:23

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Customer Service Agent

We're looking for talented individuals with a desire to help people and work in a digital
bank to join our growing dynamic customer care team where you will provide guidance
and support in our Contact Centre via the telephone, to a wide variety of customers.
In our customer care team, you will have the opportunity to use your skills and ideas to
provide outstanding service to our customers.

Marcus by Goldman Sachs is the firm's consumer business, combining the entrepreneurial spirit of a
start-up with 150 years of experience. You will play a vital role in servicing our customers and
representing our brand.

Working Hours: 35 hrs per week

Shift Patterns: 8-4, 9-5, 10-6, 12-8pm rotation
Location: Milton Keynes, Caldecotte Business Park

Travel: Free Shuttle Bus Service

Benefits

Comprehensive induction training
Competitive rate of pay
Great insight into the Banking Products and Services
Potential for extension / conversion permanent opportunities availableJob Summary & Responsibilities

Responsible for answering incoming calls from customers; providing product information, account opening services as well as account servicing and supporting our customers
Builds 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 procedures
Responsible for the day to day coverage of customer account maintenance processes including but not limited to application review and processing, money movement, correspondence and complaint handling and response
Documents all service efforts for each assigned customer in accordance within established procedures and compliance policies
Recognises that quality is measured through call recordings and case auditing
Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
Communicates professionally and regularly with customers, leadership and peers on status of accounts and escalations in accordance with established standards
Completes ongoing compliance and remedial training as scheduled
Has an understanding of Operational Risks
Proactively identifies any new issues or risks
Participates in projects to drive operational excellenceSkills

Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
Good interpersonal skills, negotiation skills are a plus
Good problem solving skills
Is adaptable, high energy levels and desire to help others
Excellent team player
Good analytical and problem-solving skills with a view to support changes to
processes
Excellent written and verbal communication skillsDesirable Qualifications

Experience in a retail banking environment/Insurance environment
Experience administrating and servicing investment and/or SIPP products

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

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