Linda McFarlane

Currently, my daily duties consist of the below:

• Call handling, ensuring a polite and professional manner at all times.
• Diagnosing and raising repairs.
• Re-arranging gas servicing appointments.
• Carrying out call monitoring to highlight any issues or feedback required.
• Callback surveys.
• Coordinate with other departments for smooth inter-departmental operations.
• Answering all client and colleague queries to ensure resolution.
• Documenting sickness according to the company guidelines and logging holidays on the tracker, arranging cover where necessary to ensure the team is sufficient enough to cope with the work load.
• Manage customer complaints to ensure resolution and maintain positive relationships.
• Logging customer complaints for other departments and escalating where necessary.
• Raising emailed work orders & yearly maintenance lines.
• Raising alarm calls.
• Training and supporting new and current staff, assisting with any queries they may have and ensuring they are up to date with all duties and procedures.
• Assisting with BCP & audit requirements.
• Recently, I have been working closely with people services for additional training to support staff with additional needs.

My duties as a call handler consisted of:

• Answering calls and assisting with customer queries.
• Raising repairs on URS via phone calls and emailed work orders and passing these to the relevant departments.
• Offered an empathetic listening ear to distressed callers, providing reassurances where necessary.
• Re-arranging yearly compliance appointments.
• Assisting opti-time with signing lines off.
• Liaising with colleague and client queries.

• Developed a comprehensive understanding of all the products offered by the bank for better customer guidance.
• Assisted in the marketing of banking products to attract potential clients.
• Maintained confidentiality with sensitive customer information.
• Interacted with clients over phone and email as well as face to face to resolve queries promptly.