Brook Street

Customer Service Advisor

Manchester, Greater Manchester, England
£15500 per annum
07 Sep 2017
05 Oct 2017
Manchester Branch
Contract Type
Full Time

The Role:
HSBC is one of the world's largest banking and financial services organisations. We serve more than 45 million customers through four global businesses: Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets, and Global Private Banking. Our network covers 71 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America. As an ambassador for customer focus, you will take owner-ship, placing yourself in the customer's shoes and embracing the ethos that the customer is always right even when placed in a challenging adverse position. The role is based in an in-bound and outbound environment. The working hours for this role will be between 8am and 9pm Monday to Saturday and 9am-6pm on Sundays with a salary of £15,500 per annum.
Key Responsibilities:
 To achieve desired customer resolution by ensuring a satisfactory response to in-bound/outbound customer interaction.
 To provide a right first time level of service taking ownership of customer queries, ensuring customer expectations are met.
 Respond to customer complaints regarding remediation and see them through to resolution/ appropriate escalation of unresolved complaints.
 Update the CRM system with changes and status of each Customer query/resolution.
 To interface with respective work centre for resolution of complaints.
 Be adequately trained and updated on any changes that take place from time to time.
 Managing service delivery to customers to ensure high customer satisfaction levels
 To deliver against the key business objectives, the business service level agreements and individuals key performance indicators.
 Comply with client security policy and IT code of conduct in accordance with both Aegis and client standards.
 Update Company IT systems in a timely and accurate manner to ensure a true reflec-tion of calls has occurred.
 Quality check account changes to ensure customer details are present and correct.
 Be able to demonstrate an ability to work within a pressured environment, meeting both internal and external service level agreements.
 Ad hoc 'Customer Service' duties, as and when required.
Eligibility Criteria:
 Must have at least one year experience in a similar customer service/helpdesk role within a dual skilling environment (inbound and outbound)
 Excellent oral and written communication skills
 Computer literate with experience of web based applications and MS Office
 Should a candidate believe themselves to be a suitable candidate they are encouraged to submit an application for consideration
An opportunity to work for one of UK's well established fi-nancial institute an Agent through AE-GIS.
The Agent role is pivotal in providing pro-active support and query resolution for Aegis client needs.
Competitive compensation offered.

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