Customer Service Advisor – Newcastle Contract

Customer Service Advisor

Client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors

• Answer contacts promptly and professionally
• Log/Validate all contacts on the provided case/call logging system.
• Resolve customer queries using the relevant tools and systems
• Manage end to end all contacts logged, providing regular updates to customers on ticket status.
• Invoke Escalation Procedures within defined time frames
• To comply/complete desk specific or ad-hoc request/tasks/training.
• Ensure Quality standards are adhered to regarding both Cases & Calls.
• Continuous documentation validation.
• Pro-actively seek support from escalation team via appropriate methods as required.
• Escalate tickets to other resolution team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
• Proactively contribute to the achievement of service desk SLA’s.

Rate/Salary: