The West Brom are looking to recruit a Senior Customer Service Agent to join our Contact Centre on a permanent contract. The post holder will support the Team Leader in leading and managing the team to deliver all business and personal objectives. They will share responsibility for all aspects of team performance and development, which will be achieved through working with their Team Leader to engage and motivate team members, to coach and develop them and to provide constructive feedback so that the EIT model is embedded and each individual has a clear understanding of their role in delivering outstanding Customer Service at all times. The successful individuals will act as a point of referral for the Customer Service Agent's and Administrator's and will, on occasion deputise for their Team Leader.,

• Delivery of satisfactory customer outcomes, which are right first time when handling customer interactions, supporting CSA's and communicating with teams / individuals in the wider business.
• Management and prioritisation of own and team workload to ensure tasks including regulatory and compliance based activities are completed within SLA.
• Making appropriate informed decisions considering risk and escalating accordingly where applicable.
• Delivery of outstanding customer service which meets department service and quality standards including use of EIT for every interaction with the customer, whether external or internal.
• To ensure all Risk and control framework requirements are adhered to and control checking is completed within required time frames on a daily basis.
• To coach develop and provide training to CSA's on an ongoing basis utilising 121 coaching, levelling sessions, buzz sessions and team meetings.
• Satisfactory completion of any relevant management information in required reporting systems or spreadsheets and sharing these when required to represent performances levels.
• Review and action customer feedback provided through VOC or other channels taking any appropriate actions and reviewing trends.
• To monitor resource levels relevant to forecasting provided by the operations team. Proactively making changes to resource when business changes occur effecting interaction volumes. Personally showing flexibility where required.
  
  Excellent front line customer service skills
• Ability to communicate effectively
• Quick and accurate keyboard skills
• Effective time management skills
• Excellent coaching and feedback skills
• Ability to work effectively using own initiative or as part of a team
• An ability to respond positively to working within a pressurised environment
• A positive attitude and personal drive
• An ability to use initiative or to work as part of a team
  
  We wholeheartedly believe that our people are our greatest asset, that's why in addition to your salary you will be rewarded with a wide range of other benefits :
• Generous annual leave starting at 25 days + 8 bank holidays, (pro rata)
• Pension scheme where we will augment your contribution by 0.6% (Up to 10.6%)
• Social club membership dozens of discounts available for a wide variety of family days out and events
• Performance related pay scheme
• Corporate health plan with the option to include family members
• Discounted travel cards
• Life assurance provided by the Society at 4 times your salary
When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We also recognise they have a life outside work, one that has responsibilities and rewards which the Society respects and supports in ways that aim to bring the best out of them. We operate flexible / hybrid working at our Head Office, our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role. Why choose the West Brom? At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.