Customer Service Representative

Title: Customer Service Advisor Location: Newcastle NE27 0BY, Cobalt Business Park, Mercury House Hours: 37.5 hours per week Length: 6 months Contract Basis with the view to go perm.
Pay: £22-£23.5K per year Assessment Day: 15th Jan 2025 Job Details: The client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors
• Answer contacts promptly and professional
• 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.