At a Glance
- Tasks: Support customers with their loan enquiries and ensure a positive experience.
- Company: Join DXC, a leading tech company partnered with a major UK bank.
- Benefits: Enjoy competitive pay, private medical insurance, gym discounts, and 25 days annual leave.
- Other info: Flexible shifts with a supportive team environment and growth opportunities.
- Why this job: Be the first point of contact and make a real difference in customer service.
- Qualifications: Experience in call centres or customer service is preferred.
The predicted salary is between 22000 - 26000 £ per year.
At DXC we have a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We are looking for candidates to join our Customer Service Agent Team to provide support to customers that call us with enquiries and requests about their loan account.
As a Customer Service Agent, you will be expected to handle a variety of customer queries and processes with professionalism and confidence while reporting to a Customer Service Supervisor for support if required. You will be directly responsible for helping to achieve DXC contractual obligations to our client by ensuring the achievement of Service Levels and Key Performance Indicators.
Our Customer Service Agents are expected to answer a high volume of calls per day, providing a repeat positive experience while always striving to achieve the right outcome first-time for our customers.
We are looking for a candidate that will carry out the following role and responsibilities, which includes but is not limited to:
- Acting as first point of contact for Lloyds Banking Group Personal Loans account holders via inbound calls
- Take responsibility for managing customer information in line with GDPR
- Being a Team Player that enjoys collaborating with team mates to deliver outstanding customer service
- Striving to ensure a first-outcome resolution for our customers
- Able to work in a fast-paced environment while ensuring that processes & procedures are followed
- Can ensure that customer records are kept accurate and up to date
- Able to achieve Key Performance Indicators such as Average Handling Time
Experience Required
- Call Centre/Contact Centre Experience
- Customer Service Experience
Desirable
- Financial Customer Service Experience
- Personal Loans Service Experience
- Customer Records Management
Work Environment
You will be working 37.5hrs a week, covering between 8am – 8pm Monday to Friday, 9am – 6pm Saturday & Sunday on site at the Newcastle Contact Centre in DXC Mercury House. You are not expected to work Bank Holidays as the site does not open on these days. Shifts are scheduled within a 6-week rotation so that you can plan around shifts with plenty of notice.
What can we offer you?
Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme, 25 days of annual leave. Mental health first aider's support. Plus, a lot more on offer.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritises in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Customer Service Agent in Newcastle upon Tyne employer: 慨正橡扯
At DXC Technology, we pride ourselves on being an excellent employer, offering a supportive and collaborative work environment at our Newcastle Contact Centre. Our Customer Service Agents benefit from a competitive package that includes private medical insurance, gym membership discounts, and a contributory pension scheme, alongside opportunities for personal growth and development. With a strong focus on mental health support and a commitment to inclusivity, we ensure that our employees can thrive both professionally and personally while delivering outstanding service to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Research DXC and their partnership with the bank. Understanding their values and goals will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your phone skills! Since you'll be handling a high volume of calls, try role-playing customer service scenarios with friends or family. This will boost your confidence and help you think on your feet.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team at DXC. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Agent in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Service Agent role. Highlight any relevant experience, especially in call centres or customer service, and don’t forget to mention your ability to handle high volumes of calls with a positive attitude!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Mention your passion for customer service and how you can contribute to achieving those all-important KPIs.
Showcase Team Spirit:We love team players! In your application, share examples of how you've collaborated with others to deliver outstanding service. This will show us that you’re ready to jump into our team and help create a great customer experience.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team at DXC.
How to prepare for a job interview at 慨正橡扯
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Agent and what DXC expects. Familiarise yourself with common customer service scenarios, especially in the context of personal loans, so you can speak confidently about how you'd handle various situations.
✨Showcase Your Experience
Highlight your previous call centre or customer service experience during the interview. Be ready to share specific examples of how you've successfully managed customer queries and achieved positive outcomes, as this will demonstrate your capability to meet their Key Performance Indicators.
✨Emphasise Teamwork
Since being a team player is crucial for this role, be prepared to discuss how you've collaborated with colleagues in the past. Share instances where teamwork led to improved customer service or efficiency, showing that you value collaboration and can contribute positively to the team.
✨Stay Calm Under Pressure
Working in a fast-paced environment means you'll need to stay composed, even when handling a high volume of calls. During the interview, convey your ability to manage stress and maintain professionalism, perhaps by sharing a story where you successfully navigated a challenging situation.
