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For Companies At a Glance
- Tasks: Support customers with banking queries via phone, ensuring efficient resolution and maintaining trust.
- Company: FDM is a leading consultancy, empowering talent to innovate across global markets.
- Benefits: Enjoy hybrid work, career coaching, annual leave, and opportunities for global assignments.
- Why this job: Join a dynamic team, develop your skills, and make a real impact in the banking sector.
- Qualifications: 18 months in customer service, AWS experience, strong communication, and problem-solving skills required.
- Other info: This role offers potential for contract extension and diverse career paths.
The predicted salary is between 28800 - 43200 £ per year.
About The Role
Responsibilities
- Manage inbound customer calls using AWS system, providing support and guidance on a range of financial products including bank accounts, cards, online banking, payments, and loans
- Support customers via telephone relating to KYC activity using multiple systems to gather information and provide updates and guidance
- Accurately record and log customer complaints and concerns, ensuring all details are captured in line with company procedures to support effective resolution and continuous improvement
- Perform security checks in line with regulatory and company standards to verify customer identity
- Escalate complex issues or complaints to the appropriate teams while ensuring follow-through
- Maintain detailed and accurate call records as well as customer interaction notes in CRM systems
- Achieve individual and team performance goals by meeting key metrics such as call handling time, customer satisfaction scores, and compliance standards
- Stay up to date with changes in banking products, services, and digital platforms to provide accurate and informed support to customers
About You
- Minimum of 18 months experience in a customer service or call centre role
- Experience with an AWS system
- Excellent verbal communication skills with a clear and confident telephone manner
- Strong listening, problem-solving, and decision-making skills
- Basic understanding of personal banking products and services
- Comfortable working with CRM systems and other digital tools
- High attention to detail and ability to follow processes accurately
- Ability to efficiently handle multiple calls and tasks
About Us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave, work-place pension
We are a business and technology consultancy and one of the UK\’s leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 2,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
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Telephony Representative - Leeds employer: FDM Group Ltd.
Contact Detail:
FDM Group Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephony Representative - Leeds
✨Tip Number 1
Familiarise yourself with the AWS system, as it's crucial for managing customer calls. Consider taking online tutorials or practice sessions to boost your confidence and efficiency in using this technology.
✨Tip Number 2
Brush up on your knowledge of personal banking products and services. Being well-versed in these areas will not only help you answer customer queries effectively but also demonstrate your commitment to the role during interviews.
✨Tip Number 3
Practice your verbal communication skills by engaging in mock calls with friends or family. Focus on maintaining a clear and confident tone, as this is essential for building trust with customers over the phone.
✨Tip Number 4
Stay updated on the latest trends and changes in the banking sector. This knowledge will not only prepare you for potential interview questions but also show that you're proactive and genuinely interested in the industry.
We think you need these skills to ace Telephony Representative - Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or call centre roles, especially within banking or financial services. Emphasise your familiarity with AWS systems and any specific achievements that demonstrate your ability to meet performance goals.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and problem-solving abilities. Mention your understanding of personal banking products and how you can contribute to maintaining customer trust and satisfaction.
Highlight Relevant Skills: In your application, clearly outline your verbal communication skills, attention to detail, and ability to handle multiple tasks efficiently. These are crucial for the Telephony Representative role and should be evident in your written application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for this role.
How to prepare for a job interview at FDM Group Ltd.
✨Know Your Banking Products
Familiarise yourself with the range of banking products and services that the company offers. Being able to discuss these confidently will show your understanding of the role and impress the interviewers.
✨Demonstrate Customer Service Skills
Prepare examples from your past experiences where you successfully resolved customer queries or complaints. Highlight your ability to maintain customer trust and satisfaction, as this is crucial for a Telephony Representative.
✨Practice Using AWS Systems
If you have experience with AWS systems, be ready to discuss it. If not, consider doing some research or practice on similar systems to demonstrate your willingness to learn and adapt quickly.
✨Showcase Problem-Solving Abilities
Be prepared to answer situational questions that assess your problem-solving skills. Think of scenarios where you had to make quick decisions or handle multiple tasks simultaneously, as this reflects the fast-paced environment of the role.
