Customer Experience Advisor , Contact Centre

Job Title: Customer Experience Advisor Vacancy ID: 092752 Vacancy Type: Permanent Post Date: 07-Jan-2025 Close Date: 21-Jan-2025 PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape. Our focus is centred on ensuring we deliver what our customers, colleagues, and communities need to be successful. As a Digital & Direct Customer Experience Advisor, you will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day-to-day operations in a compliant manner. You will actively develop your skills through participation in our Collaborative Customer Conversations program while ensuring you meet the needs of our customers through the promotion of our Omni-Channel approach. PTSB is looking for ambitious and self-motivated individuals who are enthusiastic, goal-oriented, and have a passion for providing ‘best in class’ customer service shaped by and responsive to the customer. The successful candidate will operate in a fast-moving environment that requires high levels of energy and motivation in our growing team in our Customer Contact Centre. Responsibilities:

• Work effectively as part of a high-performing team delivering excellent customer service and on your own initiative.
• Provide an excellent level of customer service and advise our customers throughout their product/financial needs journey where qualified to do so, further improving the customer experience.
• Ensure accuracy by being quality-focused and adopting a right-first-time approach at all times.
• Support and deliver for customers in our inbound, outbound, and digital channels.
• Interact and build exceptional customer relationships providing market-leading service that meets the agreed service level agreements.
• Work with customers regarding their financial requirements; an APA in Loans and/or Savings & Investments, with up-to-date CPD hours for the relevant CPD years. If only one APA in Loans or S&I is held, the candidate must commit to qualifying within a 2-year period to achieve APA in both Loans and S&I.
• Work with customers regarding their transactional requirements; no APA is required. The candidate must meet the minimum entry requirements of holding an Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 at Ordinary or Higher Level in five Leaving Certificate subjects (including English and Maths), and/or 5+ years post-Leaving Certificate experience. If no APA is held, the candidate must also commit to qualifying within a 2-year period to achieve APA in both Loans and S&I.
• Strong English language skills, both verbal and written, are essential.

This is a Permanent position based in PTSB Blackrock. Is this you? Please apply online on our website or via the apply link for this role. Your application will be sent through to our Talent Acquisition team, and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview. The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies, and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve. Click on the link(s) below to view the full Job Specification. #J-18808-Ljbffr