In the Telephony teams we rotate our shifts to ensure our customers receive the best possible service from an Agent who is able to take their calls at different times during the day. I handle new mortgage, existing mortgage, and savings calls which means that I must keep up to date with knowledge, systems and policy as I could be expected to take a call about any of these areas of the business. This is something I really enjoy about the job as it keeps me on my toes; I like the fact that you never know what the day will be like, or how busy it might get as the call volumes will vary, on average I take around 40 calls per day.
The best part about my role is building a good relationship with the customer so that you gain a genuine understanding of their needs and are able to respond effectively so that their needs are being fully met. The Customer Services department prides itself on providing an outstanding level of customer service, and our customers appreciate it, but so do we as agents as it makes it a very satisfying role. In addition to taking calls we also hold team meetings as well as being given time to complete performance appraisals. As most of our work day is spent on the phone, we learn to be flexible and quick-witted, including making the most of quiet times to update our knowledge and catch up on any outstanding emails. As I have gained a great deal of experience, I am often asked to ‘buddy’ with new starters which is something I find really rewarding.
What I like about the West Brom:
- I am proud of the exceptional service we provide to our customers
- I receive recognition for meeting team targets and servicing the needs of customers
- I have gained considerable knowledge and skill during my time here
- I enjoy the fast pace and variety of my role