Contact Centre Associate Apprentice

Joining our central contact centre, you will play a key role in supporting our customers by providing them with exceptional service when they call in by telephone or email us with their queries. You will receive training on two of our business lines – Savings and Omni Capital Retail Finance.

Our Savings customers might be calling to find out more about our products and to better understand our online services. They might be calling to open a new account or requiring help and support with an existing account, you will be ensuring their queries are answered effectively whilst always maintaining a positive Castle Trust Bank brand.

Omni Capital, our retail finance division, partners with retailers nationwide to provide their customers with credit solutions, that allow them to spread the cost of their purchases. You will be responsible for dealing with a variety of customer queries about their account status and balance, through to if they are having difficulty in making payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you.

We also manage customer contact through email and messages sent through our online portal, so your written output needs to be of a high standard.

Key Responsibilities:

Answering inbound calls from clients relating to the management of their savings and loan accounts Corresponding with clients through messaging services, email and chat, ensuring that written output is of a high standard and representative of the bank’s brand Supporting clients with queries, website questions and help clients complete the application process and online registration Completion of account amendments and client instructions Supporting customers who may have vulnerable characteristics Engage with customers and provide excellent customer service and brand representation

Training:
Customer Service Practitioner Level 2 training provided with Learning Skills Partnership

Training Outcome:
There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development

Employer Description:
Castle Trust Bank was launched as 'Castle Trust' in October 2012 with backing from leading US private equity firm J.C. Flowers & Co., initially offering investment products and specialist mortgage finance. J.C. Flowers & Co. continue to be Castle Trust Bank's principal shareholder to this day.As the business grew, it expanded its operations with the acquisition of Omni Capital Retail Finance in 2017, adding point of sale finance to its range of services.

Working Hours :
Monday- Friday, 9am- 5pm. 37.5 hours per week.

Skills:
Communication skills,Attention to detail,Customer care skills,Administrative skills,Patience