Job Description:

Customer Service Representatives

Overview

Customer Services Representatives (CSRs) will work a 37 ½ hour week, covering 9am till 5pm (Monday – Friday) at the Newcastle (Cobalt) Contact Centre, and will report to a Team Leader.  CSRs will handle all aspects of customer contacts via telephone and written correspondence and forms.  They will be responsible for managing their own time, attendance and punctuality and for ensuring they are familiar with the current Policies / Procedures, processing rules and navigation of the various systems deployed.  CSRs contribute to the delivery of contractual obligations to J.P.Morgan, including the achievement of Service Levels.  CSRs are supported in their role by Team Leaders, and will be expected to convey a professional image of the Contact Centre to both internal and external customers and suppliers.  CSRs are expected to act with integrity at all times and command the respect of their peers and customers, contributing to the creation of a successful business environment.

Responsibilities

• To act as the first point of contact for JPM POca account holders via telephone, written correspondence and forms
• To guide account holders accurately and professionally through business processes enhancing the customer experience
• Investigation work to reunite customers with their funds
• Adhere to and be familiar with Policies / Procedures, processing rules and POca systems
• To cross-train in all business areas so that cover can be provided for other Contact Centre staff as required
• Adhere to agreed call/ written quality standards
• To follow the DXC.Technology and J.P.Morgan administration policies and procedures with a common sense approach

Skills required

• Previous experience of working in a Contact Centre (desirable 1-2 years however not essential as full training will be provide)
• Previous Back Office experience including letter writing (desirable 1-2 years however not essential as full training will be provide)
• Previous input capture experience, prepping mail, scanning documentation (desirable 1-2 years however not essential as full training will be provide)
• Excellent telephone manner (essential)
• Ability to work on your own and as part of small team (essential)
• Desire to go the extra mile for the customers and enhance their customer journey (essential)

What we offer

• Working for a global leading Technology company on a prestigious contract with one of the world leading banks
• Competitive salary
• 25 days annual leave (bank holidays in addition)
• Company pension
• Ongoing training
• Numerous benefits including dental, Healthcare, cycle to work scheme etc.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.