Digital Coordinator - #1777455
NewDay
Date: 8 hours ago
City: Leeds
Contract type: Full time
Work schedule: Full day
Your Responsibilities Will Include
Skills and Experience
Permanent
- Handling customer questions and queries via inbound and at times, outbound telephone calls.
- Providing excellent customer service whilst ensuring all calls are handled in compliance with our internal processes and regulatory requirements.
- Promoting our Digital Servicing options (Mobile app, Digital Messaging) to customers, helping them to understand the benefits and overcome any objections so that they feel secure and confident online.
- Taking ownership for customer complaints, resolving as many as possible at the first point of contact and escalating others.
- Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
- Making sure that all details are accurately keyed into our systems.
- Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management,
- Identifying opportunities for process and service improvements and discussing these with your manager.
- We will provide you with excellent training to give you every chance of being successful.
Skills and Experience
- Listening and written communication
- Having empathy with people in difficult situations
- Working in a lively, fast-paced team set up
- Having an eye for the little details and inputting them into our systems accurately
- Identifying problems and finding solutions
- Maintaining a positive attitude and a great speaking manner
- Being calm under pressure
- GCSEs (or equivalent) at Grades A to C, including English and Maths
- Experience in a customer-focused job and in using laptops or desktop PCs and applications.
- General awareness of good mobile App and website use and elements of user security
Permanent
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