Description
* Customer Services Advisor- Bank of America Merrill Lynch, Camberley*
Bank of America Merill Lynch requires a competent Customer Services Advisor to join their HR team in Camberley on an initial 6 month contract. The primary function of the role is to support employees across the bank meet their HR needs. The position is within a contact centre environment with emphasis on exceptional customer service skills. Enquiries come primarily through phone calls, but also via an internal web based query system. The hours of service centre operation are between pm Monday to Friday, requiring reliable flexible individuals to accommodate the work schedule.
The environment is fast paced and results driven. Strong communication skills and a confident nature are essential for this team.
Responsibilities
- Ensure a positive experience for all employees by providing excellent service at all times
- Take internal calls and web based queries and provide best resolution and support
- Log all inbound calls and updates into a call logging & case management system
- Provide guidance to employees on HR procedures and systems
- Give first line guidance on HR polices to employees
- Provide employment verification letters - First line of support for payroll queries
- Maintain and promote relationships with the wider HR colleagues and teams
Essential
- Strong written and oral communication skills and the ability to communicate with people from different levels of the organisation and across the different lines of business
- Excellent team player with the ability to build effective team relationships and promote an environment of trust and flexibility
- General IT/MS Office skills are essential;
- Ability to work effectively in a fast paced environment
- Resolution and results driven with a flexible and can-do attitude
- Experience of working within a customer service environment:
- Risk awareness - handle confidential information with due diligence
- Accuracy and attention to detail: recording detailed notes in the call logging system and responding to all queries with accurate information
Experience
The candidate will ideally have experience in one of the following areas:
- practical knowledge of HR IT Systems (Oracle, Siebel)
- Ability to multitask and prioritise workload
- An overall knowledge and experience of providing an HR service within the financial services industry, preferably in a contact centre environment, is desirable but not essential.
* Customer Services Advisor- Bank of America Merrill Lynch, Camberley*