Customer Service Advisor

4 weeks ago

Dublin, Dublin City, Ireland Sedgwick Ireland Full time
Overview

In partnership with our client, a leading provider of personal and business banking services in Ireland, we are seeking a Customer Advisor.

This role is based on-site in their office in Blackrock, Co. Dublin.

Candidates must be available to start in August.

Contract: 4 months.

Responsibilities
  • Be an ambassador for the client and develop the client's profile across multiple communities (internal and external) with a particular focus on our customer segments.
  • Become the 'face' of the client within your channel and representative at internal and external events/conferences.
  • Understand customers\' needs, customer segments, the client's products, and digital capabilities to develop meaningful customer relationships through positive engagement interactions.
  • Contribute to business objectives in a controlled and compliant manner.
  • Be 'risk aware' and contribute to maintaining a robust risk framework in Digital and Direct by ensuring your customer interactions are conducted in accordance with legislative, regulatory, and client policies, and that solutions offered to customers are appropriate to their needs.
  • Optimise customer interactions as defined in the Blackbelt program ethos and Omni-Opti Channel Charter, i.e., sales, service, self-service through online, video, app, and voice channels—supporting the team in achieving targets and KPIs and maximizing opportunities to achieve customer goals and commercial objectives.
  • Work collaboratively with the wider function under the Digital and Direct Centres of Excellence Model.
  • Demonstrate the ability to think creatively to self-solution sales and service queries.
  • Support change programmes in a fast-paced environment—using knowledge of best practices through voice, digital, and other technology mechanisms.
Self-Development
  • Have a passion for professionalisation and commitment to continuous self-development by agreeing on an annual performance plan with your Line Manager.
  • Continuously review skills and be flexible and open to feedback.
Culture
  • Act as a visible role model, promoting ethics, employee engagement, and teamwork with a ethos of trust and respect; be part of a high-energy team in Digital and Direct.
  • Champion the client's values in interactions with customers and colleagues.
Requirements
  • Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 at Ordinary or Higher Level in five Leaving Certificate subjects (including English and Maths) and/or 5+ years post-Leaving Certificate experience.
  • Enthusiasm, goal-oriented with high energy, and a passion for Digital and Direct.
  • A passion for delivering the highest level of customer experience with excellent interpersonal and effective communication skills.
  • Motivation to build a best-in-class Digital and Direct bank.
  • Eager to develop skills, capabilities, and competencies.
  • Understanding of compliance in a contact centre environment.
  • Proactive, forward-looking, and driven.
  • Solution-driven self-starter that is organised, efficient, effective, and focused on commercial, customer, and colleague KPIs at all times.
Competencies for Your Role / Behaviours for Success
  • Operational Excellence
  • Commercial Growth
  • Customer Focus
  • High Performance Teams

Our client understands the importance of championing diversity and inclusion. They aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service provided to all customers and communities. Our client supports Equal Opportunity and is regulated by the Central Bank of Ireland.


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