Job Title: Customer Experience Advisor - Contact Centre
Vacancy ID: 096196
Vacancy Type: Permanent
Post Date: 20-May-2025 | Close Date: 03-Jun-2025
PTSB is one of Ireland's leading retail and SME banks, offering innovative products and services through an evolving digital landscape. Our focus is on delivering what our customers, colleagues, and communities need to succeed.
As a Digital & Direct Customer Experience Advisor, you will collaborate with your team and Team Lead to support the efficient achievement of business objectives and daily operations in a compliant manner. You will develop your skills through participation in our Collaborative Customer Conversations program and meet customer needs via our Omni-Channel approach. PTSB seeks ambitious, self-motivated individuals who are enthusiastic, goal-oriented, and passionate about providing a 'best in class' customer service team that responds to customer needs. The successful candidate will operate in a fast-paced environment requiring high energy and motivation within our growing Customer Contact Centre team.
Responsibilities:
1. Work effectively as part of a high-performing team to deliver excellent customer service and demonstrate initiative.
2. Provide exceptional customer service and advise customers on their product and financial needs, enhancing their experience.
3. Maintain accuracy by being quality-focused and adopting a right-first-time approach.
4. Support and deliver services across inbound, outbound, and digital channels.
5. Build and maintain strong customer relationships by providing market-leading service that meets service level agreements.
6. Take ownership of customer queries and address them professionally, effectively, and in compliance with policies.
Requirements:
1. Hold an APA in Loans and/or Savings & Investments with current CPD hours; if only one APA is held, commit to qualifying within 2 years for both.
2. If no APA is held, meet minimum entry requirements: an Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 in five subjects including English and Maths, or 5+ years post-Leaving Certificate experience. Commit to qualifying within 2 years for both APAs if not already held.
3. Strong English language skills, both verbal and written, are essential.
This is a permanent role based in Blackrock.
Is this you?
Please apply online via our website or the application link provided. Your application will be reviewed by our Talent Acquisition team, who will contact you regarding the next steps.
We reserve the right to shortlist candidates for interview.
The Bank is committed to diversity and inclusion, aiming to attract, recruit, and retain individuals from diverse backgrounds to enhance our service to customers and communities.
Click the links below to view the full Job Specification.
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