Customer Experience Advisor

PTSB; Dublin; In loco; EUR 28.000 - 36.000; Tempo pieno

Descrizione del lavoro

PTSB in Blackrock, Dublin is seeking a Digital & Direct Customer Experience Advisor to support the delivery of business objectives within a compliant, fast-paced contact centre. You will engage customers across inbound, outbound and digital channels and contribute to an Omni-Channel strategy.

The role requires strong English, excellent communication skills, and a proactive customer-focused mindset. This is a permanent position based in Dublin, aligned with the bank's values and service standards.

Competenze

• Must hold an Ordinary Leaving Certificate (or equivalent) with grade D3/O6/H6 in five subjects including English and Maths.
• Strong English language skills both verbal and written are essential.
• Proven sales, customer service or clerical experience in a regulatory environment is desirable.

Mansioni

• Deliver excellent customer service within a high-performing team.
• Maintain accuracy and quality by ensuring right-first-time outcomes.
• Assist customers across inbound, outbound and digital channels.
• Build strong customer relationships and meet service level agreements.
• Handle queries in a compliant, professional manner.
• Understand customer needs and promote Omni-Channel capabilities.

Conoscenze

English language

Interpersonal skills

Sales & customer service experience

Formazione

Ordinary Leaving Certificate

Descrizione del lavoro

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

As a Digital & Direct Customer Experience Advisor, you will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day to day operations in a compliant manner. You will actively develop your skills through participation in our Collaborative Customer Conversations program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. PTSB are looking for ambitious and self-motivated individuals who are enthusiastic, goal orientated and have a passion for providing 'best in class' customer service team that is shaped by and responds to the customer. The successful candidate will be operating in a fast moving environment which requires high levels of energy and motivation in our growing team in our Customer Contact Centre.

Responsibilities

• Work effectively as part of a high performing team delivering excellent customer service and on own initiative.
• Ensure accuracy by being quality focused and always adopt the right first time approach.
• Support and deliver for customers in our inbound, outbound and our digital channels.
• Interact and build exceptional customer relationships providing market leading service that meets the agreed service level agreements.
• Take ownership and deal with customer queries in an effective, professional and compliant manner.
• Understanding of customer's needs, customer segments, and digital capabilities to develop meaningful customer relationships through positive customer engagement interactions that promotes a strong Transactional Net Promoter Score for PTSB.
• Perform duties in accordance with policies and procedures, whilst living PTSB's values and maintaining high quality standards.
• Maintain knowledge of the regulatory codes and legislation impacting day to day work.
• Commit to continuous professional development and agree an annual performance and professional development plan with the manager.

Requirements

Essential

• To work with our customers regarding their transactional requirement no APA is required, the candidate must meet the minimum entry requirements of holding an 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. If no APA is held, the candidate must also commit to qualifying within a 2 year period to achieve APA in both Loans and S&I.
• Strong English language skills verbally and written is essential.

Desired

• Strong interpersonal and communication skills with a commitment to providing outstanding customer experience.
• Have significant level of proven sales, customer service or clerical experience in a regulatory compliant environment.
• Committed to and enjoy working in a fast paced customer focused environment.
• Proactive, forward looking and driven philosophy

This is a Permanent position based in Blackrock, Dublin, the Republic of Ireland.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.