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					 POSITION DESCRIPTION:              Customer Services Undergraduate

 BRANCH/DEPT:                       Customer Services Centre

 SITE/LOCATION:                     Leeds

Customer Services Position Summary:

Reporting to the Project Support Officer this position is primarily responsible
for delivering superior customer service through time and motion studies,
industry benchmarking and supporting key initiatives linked to the call metrics
and drivers.

The output of which is documenting and implementing changes resulting from
such studies to achieve streamlined practices and industry recognition for
Customer Service.

Specific Accountabilities:

   Develop time and motion studies based on business needs and
    requirements
   Carry out detailed call studies across both sites to determine root cause of
    call drivers within the service sphere
   Utilise findings to streamline the processes within both functions
   Produce timely and accurate management information measured against
    targets vs actuals based on change and highlight success
   Review procedures and identify process improvements and cost savings
    for the department
   Referring to the Team Leader’s, where appropriate, all matters which
    require urgent attention or senior authorisation
   Understanding and adhering to industry and business rules, regulation and
    policy
   Recommending and implementing changes to systems, procedures,
    policies and resources, working with other departments as appropriate
   Seeks ways to improve the quality of the tasks undertaken, sharing best
    practice
   Developing and maintaining strong working relationships with all areas of
    the Customer Service departments and across TD Waterhouse UK

Core Competencies, Skills and Experience:

   Good understanding of Customer Service practices
   Ability to analyse business information, highlight findings, and recommend
    solutions
   Excellent analytical and writing skills
   Excellent interpersonal and communication skills (written and verbal)
   Self-motivated and ability to motivate and work as a team player
   Excellent numerical skills with a keen attention to detail to ensure accurate
    reporting
   Flexible approach to work is essential
   Proficient user of Microsoft packages especially Excel and PowerPoint

Customer Services Centre Position:

For 3 days each week the candidate will be based in the Customer Services
function working on the initiatives outlined above. On a Monday and Friday
each week the candidate will build their knowledge of our services and
products by working within our Customer Service Centre answering customer
queries.

This requires that in the first month of the placement the undergraduates will
commence a training course designed to provide them with an appreciation of
the business. This course will cover aspects of customer service and share
dealing.

Further to the requirements for the departmental role, the Customer Services
aspect requires the following:

   Sound mathematical ability
   Excellent verbal communication skills
   Computer Literate
   A desire to work within the Financial Services Industry
   The ability to work in a complex, fast paced environment

This will provide an invaluable knowledge of the stock market and the
services we provide.



To apply, please email your CV and covering letter to Charlotte Bewley, HR
Consultant at TD Waterhouse, to reach her by 24th May


Charlotte_Bewley@tdwh.co.uk

				
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posted:11/2/2011
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