It’s all about service
Roles available in: Belfast, Sheffield, Rosyth, Leeds, Dunfermline, Dundee, Motherwell, Speke
Using your listening and problem solving skills you’ll deal with a wide range of queries - you could be dealing with someone who has a question about
their interest rate, or a request to borrow more money or, if something's gone wrong, a complaint – it does happen occasionally! Whatever the query,
you'll resolve it yourself and you'll always be on the look out for a sales opportunity which you can pass on to one of the sales consultants.
What we expect from you
For many of our customers, you'll be the voice of HBOS, so you'll need to have a friendly, helpful personality that people naturally warm to. You could
become an expert in Banking, Savings, Online, Mortgage, or Credit Cards, so previous call centre experience would be nice, it's by no means essential. As
long as you're enthusiastic, accurate, confident on the phone and know your way round a computer, we're sure you'll make a welcome addition to our team.
Obviously your customer service skills are vital.
You’ll become an expert in one of the following areas, building a rapport with a wide range of customers, and setting them at ease with your knowledge:
Banking and Savings:
This could be dealing with account balances, paying bills, transferring funds, providing improved savings accounts or providing support to online customers.
You’ll maintain our high standards, and ensure customers are offered any other beneficial products.
Mortgages:
This will be either responding to queries about existing mortgages and helping to retain those customers, or dealing with new mortgages which involves
talking to solicitors and valuers, as well as the direct customer to progress the mortgage application.
Cards:
You will be expected to deliver excellent customer service by handling their query at first point of contact and going the extra mile for customers. These queries could range from paying their bills, setting up direct debits or extending credit limits. In some roles, you'll be tasked with retaining customers that wish to close their account by showing them everything that our cards can offer. Alongside this, you would also look for opportunities to promote additional services, such as balance transfers and be expected to promote the best product suited to the customer needs.