Customer Service Agent

Job Description:

At DXC we have a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We are looking for candidates to join our Customer Service Agent Team to provide support to customers that call us with enquiries and requests about their loan account.

As a Customer Service Agent, you will be expected to handle a variety of customer queries and processes with professionalism and confidence while reporting to a Customer Service Supervisor for support if required. You will be directly responsible for helping to achieve DXC contractual obligations to our client by ensuring the achievement of Service Levels and Key Performance Indicators.

Our Customer Service Agents are be expected to be able to answer a high volume of calls per day, providing a repeat positive experience while always striving to achieve the right outcome first-time for our customers.

We are looking for a candidate that will carry out the following role and responsibilities, which includes but is not limited to:

• Acting as first point of contact for Lloyds Banking Group Personal Loans account holders via inbound calls
• Take responsibility for managing customer information in line with GDPR experience
• Being a Team Player that enjoys collaborating with team mates to deliver outstanding customer service
• Striving to ensure a first-outcome resolution for our customers
• Able to work in a fast-paced environment while ensuring that processes & procedures are followed
• Can ensure that customer records are kept accurate and up to date
• Able to achieve Key Performance Indicators such as Average Handling Time

Experience Required:

• Call Centre/Contact Centre Experience
• Customer Service Experience

Desirable:

• Financial Customer Service Experience
• Personal Loans Service Experience
• Customer Records Management

Work Environment

You will be working 37.5hrs a week, covering between 8am – 8pm Monday to Friday, 9am – 6pm Saturday & Sunday on site at the Newcastle Contact Centre in DXC Mercury House. You are not expected to work Bank Holidays as the site does not open on these days. Shifts are scheduled within a 6-week rotation so that you can plan around shifts with plenty of notice.

What can we offer you?

• Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme, 25 days of annual leave.
• Mental health first aider's support
• Plus, a lot more on offer

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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