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Customer Experience Manager

1 week ago

Dublin, Dublin City, Ireland Permanent TSB Full time

At Permanent TSB, we are committed to delivering exceptional customer experiences. As a Branch Customer Experience Champion, you will play a vital role in ensuring our customers receive the highest level of service and support.

Job Summary

The successful candidate will work collaboratively with their team and Branch Lead to support the efficient delivery of business objectives and day-to-day branch operations. You will actively develop your skills through participation in our Collaborative Customer Conversations program while promoting our Omni-Channel approach.

Key Responsibilities
  • SUPPORT THE DAY-TO-DAY OPERATION OF CUSTOMER SERVICE WITHIN THE BRANCH.
  • PROVIDE AN EXCELLENT LEVEL OF CUSTOMER SERVICE AND ADVISE OUR CUSTOMERS THROUGHOUT THEIR PRODUCT/FINANCIAL NEEDS JOURNEY, FURTHER IMPROVING THE CUSTOMER EXPERIENCE WITH BOTH OVER-THE-PHONE AND FACE-TO-FACE INTERACTIONS.
  • TAKEN OWNERSHIP AND DEAL WITH CUSTOMER QUERIES IN AN EFFECTIVE, PROFESSIONAL, AND COMPLIANT MANNER.
  • GENERATE AND EXECUTE SALES FROM LEAD (WHERE QUALIFIED TO DO SO) TO FULFILMENT IN ACCORDANCE WITH THE OMNI-CHANNEL ETHOS AND ACTIVITY MANAGEMENT SYSTEM.
  • ASSIST WITH SALES CAMPAIGNS INCLUDING POST-SALES FULFILMENT, ADMINISTRATION, AND FOLLOW-UP TASKS.
  • ADEQUATE PROMPT AND CUSTOMER-CENTRED RESPONSE TO LEADS PASSED FROM OPEN24 TO MAXIMISE NEW BUSINESS OPPORTUNITIES FROM CUSTOMER BASE.
  • PROMOTE, BALANCE, AND EFFICIENT DAILY MAINTENANCE OF ATM/SSBM POLICIES AND PROCEDURES RELEVANT FOR YOUR BRANCH LOCATION AND MODEL.
Requirements
  • QFA OR APA IN LOANS AND/OR SAVINGS & INVESTMENTS, WITH UP-TO-DATE CPD HOURS FOR THE RELEVANT CPD YEARS.
  • IF NO APA HELD, OR ONLY ONE APA IN LOANS OR S&I HELD, THE CANDIDATE MUST COMMIT TO QUALIFYING WITHIN A 2-YEAR PERIOD TO ACHIEVE APA IN BOTH LOANS AND S&I.
  • STRONG INTERPERSONAL AND COMMUNICATION SKILLS WITH A COMMITMENT TO PROVIDING AN OUTSTANDING CUSTOMER EXPERIENCE.
  • HAVE SIGNIFICANT LEVEL OF PROVEN SALES, CUSTOMER SERVICE, OR CLERICAL EXPERIENCE IN A REGULATORY COMPLIANT ENVIRONMENT.
  • COMMITTED TO AND ENJOYS WORKING IN A SALES ENVIRONMENT.