Millions of calls come into our contact centres every month. These range from simple queries which can be processed via the automated system, such as checking a bank account balance, to more complex queries which are answered by a consultant.
We deal mainly with individual HBOS customers, but also deal with customers from different affinities and joint ventures such as Sainsbury's and Centrica.
How we're structured
Contact centres consist of between seven and ten teams grouped together in crews. Each crew will specialise in one of these areas:
- Service
- Sales
We call our front-line colleagues consultants. If you work in sales, you’ll be a Customer Sales Consultant, if you service customers, you’ll be a Customer Service Consultant.
Consultants are supervised by Team Managers. They, in turn, report to Sales or Service Managers who head up the crews.
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