Retention Official

\r\n\r\n \r\n\r\n \r\n\r\nKey Accountabilities\r\n\r\nBusiness Direction 50%\r\n\r\n \r\n\r\nOutputs:\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Drive and deliver Involved new to bank customers.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deliver engaged existing customers by:\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Tele-Selling a range of consumer assets & liabilities products to customers, in accordance with set procedures, to meet individual customer needs and achieve allocated goals.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Addressing customer sales and product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Identifying complex and non-standard customer requirements, and other sales opportunities, and referring them to more experienced colleagues or the most appropriate Specialist colleague to ensure achievement of Outbound and overall Contact Centre goals.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Managing, and where appropriate escalating, customer queries, complaints, and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, Barclays\u2019 policy, and best practice.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Working with team leader and other colleagues to enable the delivery of consistently high standards of \u2018seamless\u2019 customer service across all relevant customer propositions.\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Proactively developing the necessary knowledge and skills needed to achieve successful delivery and provide accurate and current advice and appropriate support to customers and colleagues.\r\n\r\n \r\n\r\nBusiness Management 40%\r\n\r\n\u00a0\r\n\r\nOutputs KPI\u2019s:\r\n\r\n\u00a0\r\n\r\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide periodic MI on Telesales as required by the Team leader.\r\n