Senior Customer Experience Champion - Dublin Region

PTSB; Dublin; On-site; EUR 42,000 - 64,000; Full time

Job summary

PTSB is seeking a Branch Senior Customer Experience Champion in Dublin to lead and support day-to-day branch operations, align with our Omni-Channel strategy, and drive customer satisfaction.

You will coach colleagues, ensure compliance and 'right first time' delivery, and promote a seamless customer journey across in-branch and phone interactions, while pursuing new business opportunities within the territory.

Qualifications

• QFA or APA in Loans and Savings & Investments with up-to-date CPD hours.
• Strong interpersonal and communication skills with a dedication to outstanding customer experience.
• Significant sales, customer service or clerical experience in a regulatory compliant environment.

Responsibilities

• Coordinate branch plans and ensure branch activities are actioned.
• Coach branch colleagues on Blackbelt program and customer engagement across channels.
• Embed compliance and 'right first' time in daily operations.
• Support day-to-day customer service within the branch.
• Provide excellent customer service and advice on product/financial needs across channels.
• Handle customer queries professionally and compliantly.
• Generate and execute sales from lead to fulfilment via Omni-Channel activity management.

Skills

Sales experience

Customer service

Regulatory compliance

Communication skills

Education

QFA/APA in Loans and Savings & Investments

Job description

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 Branch Senior Customer Experience Champion, you will work collaboratively with your team and Branch Lead to support the efficient delivery of business objectives and the day to day branch operations in a compliant manner. You will actively develop your skills through participation in our Blackbelt program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Banks Customer Segmentation Strategy and take part in `in branch' and localised promotional activities within the territory to identify new business opportunities to increase new customer acquisition whilst maintaining positive relationships with existing customers.

Responsibilities

• Ensure Branch plans are coordinated and Branch activities are actioned.
• Coach Branch Colleagues to ensure the key learnings of Blackbelt program are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs.
• Ensure the team fully understand their impact on compliance, and embed the term `right first' time, recognising good compliant performance. Lead by example.
• Support in the day to day operation of customer service within the branch.
• Provide an excellent level of customer service and advice our customers throughout their product /financial needs journey, further improving the customer experience with both over the phone and face to face interactions.
• Take ownership and deal with customer queries in an effective, professional and compliant manner.
• Generate and execute sales from lead to fulfilment in accordance with the Omni-Channel ethos and activity management system.

Requirements

Essential

• QFA or APA in Loans and Savings & Investments, with up-to-date CPD hours for the relevant CPD years.
• Actively engaged in Continuous Professional Development
• Strong interpersonal and communication skills with a dedication 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

This is a Permanent position based in 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.