Telephony Advisor

  • Job Reference: JO-2001-8176
  • Date Posted: 13 January 2020
  • Recruiter: Blue Arrow
  • Location: Edinburgh
  • Salary: £10.12 Per Hour
  • Sector: Call Centre / Customer Service
  • Job Type: Temporary

Job Description

Location: Teviot House, 41 S Gyle Cres, Edinburgh EH12 9ZA

Pay Rate: £10.12ph - Potential performance based pay rise after 6 months
Contract Term: Temporary - Minimum 6 month contract - Permanent prospects are high
Working Times: Core hours 9am to 5pm Monday to Friday (range of shifts available between 8am and 8pm), rotational Saturday 9am - 2pm

Full paid training 
Competitive pay rate/Pay progression
Overtime and bonus incentives 
Instant access to Blue Arrows online training portal
Instant access to online retail discounts
Annual Bonus 

Help this leading financial service group become the best bank for customers by becoming one of their motivated and enthusiastic Telephony Advisors.

Working in a small team of 8-10 people and reporting to the Team Manager, your working day will involve helping customers to grow their business through assisting them with their enquiries and fulfilling their business banking needs. Proactively supporting customers through assistance and referrals to colleagues in other departments will ensure that your customers have an excellent experience every time.

You do not need any formal qualifications to be a Telephony Advisor, your natural people skills are much more important in a role like this so just a good knowledge of basic Microsoft Word, Excel and familiarity with using the internet and an excellent telephone manner will make you a great fit for this position.

A strong background in customer service, telephone support or call handling is advantageous but if you're used to dealing with customers whether it is face-to-face or over the phone in any capacity then you have the potential to become an exceptional Telephony Advisor. You will be well looked after with this fantastic employer who is committed to supporting you through excellent in-house training and personal support teaching you everything you need to know.

Finding the right balance between your work and your lifestyle is really important but we know it is not always easy, that is why we want to draw special attention to the varied shift patterns associated with this role. There are a wide range of shifts available across the 7am to 8pm core hours so if you need to make sure your job can fit around your personal life, then be sure to get in touch and we can identify the shift pattern that could work best for you.

Your place of work will be in the EH12 area of Edinburgh. The location is supported by great transport links so getting to work is easy via public transport with the added bonus of an onsite staff car park for those who drive. The workplace benefits from an onsite canteen featuring a Starbucks and communal breakout areas for all staff to use.

The recruitment process starts with an online competency based interview (SOVA). If you are successful you will be invited to take part in a role play based exercise.

It is important that customers know that the people handling calls, enquiries and account administration duties can be trusted with sensitive and personal data and so a vetting process for candidates is in place. Part of this is ensuring that candidates have a clear credit and criminal record. Once you have passed this vetting process you have the chance to join the team and get started providing a professional and helpful service every time, for this bank's amazing customers.

Role Responsibilities

  • Complete telephony, digital and admin-based tasks to service business banking customer queries. 
  • Take ownership of business customer problems, solving them at first point of contact and escalate when required. 
  • Deal with customer data ethically and in accordance with the FSA requirements. 
  • Contribute to the continuous improvement of the banking group by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
  • Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.  
  • Support the wider team to ensure that performance standards and business objectives are met. 
  • Personally, contribute to an environment where colleagues want to work and where customers feel valued. 
  • Carry out a range of processing tasks and handling of business customer calls ensuring relevant productivity and quality measures are achieved for customers in line with specified process and procedures. 

General Skills

  • Excellent communication - oral and written.
  • Confident telephone manner. 
  • A keenness to develop a deeper level of expertise in all areas of the banking brands end to end goals. 
  • Adaptable to change and willing to embrace new ideas. 
  • Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.
  • Positive and approachable manner.
  • Motivated team player.
  • Clear credit history & clear criminal record. 

As a Telephony Advisor for this banking brand you will benefit from the support that helps you take ownership of your own personal development and training. 

There are a number of available positions so this role will be advertised constantly for the next few months providing plenty of opportunities for the right people to land an excellent job with an excellent company.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.