It's good to talk
We've ripped the rule book up when it comes to traditional contact centre environments and our Digital Experience Centre is set up to support our customers how and when they need it. This means our team can focus on giving our customers those excellent outcomes they expect from us as we continue to do business more digitally. As we see more customers choosing to self-serve on more straightforward asks, we're there to offer support and solutions, however they come to us. Yes we take customer calls, but we also interact via live chat and social media too.
Delighting our customers
As we see more customers choosing to self-serve on more straightforward asks, we're there to offer support and solutions, however they come to us. Yes we take customer calls, but we also interact via live chat and social media too. Hear from our incredible team how they support our customers daily in providing an end-to-end experience.
Multi-channel customer contact
As a bank with a digital presence and operating in a climate where customer needs are more complex, there’s growing demand for quick but exceptional multi-channel service. No one day looks the same, but there’s one constant: we're there seven days a week to delight our customers with excellent outcomes and a brilliant experience first time, every time. Here's how we support our customer digitally with personalised and seamless experiences:
Our AI powered virtual assistant Redi is helping us deliver an accessible digital experience anytime, anywhere
Empowering our vulnerable customers by offering practical, tailored support solutions
Safeguarding the Bank and our customers from new and evolving threats such as artificial intelligence (AI) and cybercrime
Digital adoption by sparking curiosity and staying updated on digital trends and technologies
Tell us more Sharon
A short paragraph from Sharon explaining the set up of the department and to close why you should be part of the team. EXAMPLE. Our DEC is a dynamic and customer focused team where we're driven to provide the best customer service no matter what your banking query. From (type of query) to (type of query) my team is the first point of call to over solutions. We love collaborating with other teams and are always on the look out to evolve to meet the changing needs of our customers. As part of our team you'll have the opportunity to work with a a range of tools, with a fantastic team and to truly make an impact to our customers. We'll teach you everything you need to know and we will support you in your growth within the Bank. If you're passionate about digital solutions and customer service, we'd love to have you on board!
Sharon Tyler, Digital Experience Team Manager
Hey Name, tell me about the day-to-day
A short paragraph from a colleague explaining typically what a day in DEC is all about. For example, Typically my day involves taking customer calls and supporting with a rang of queries from X to Y. I also have the opportunity to provide online service through our chatbot tool which is convenient for customers who have a quick question about one of our products. It's faced paced but rewording and I love how every day brings new challenges and opportunities to learn. Knowing that I am making an impact by providing the best possible service gives me a sense of achievement and I love it when i end a call with a customer and have made their day. My team is great and we have daily huddles where we share new ideas and ways of working.
How Name is making an impact
A short paragraph from a colleague sharing how in their role, they are able to make purposely and meaningful connections with customers to really deliver an impact. For example As a customer consultant, I feel proud knowing that I am making a real difference in our customers lives. "Digital" can be daunting for some so I make sure I explain how things work and empower our customers to access their finances as and when they need it. It's all about listening deeply and gauging a sense of what they need support with even though they might not think about asking. It's my job to make sure that the customer is well looked after and feel more in control. Every day I see the positive pact my work is making and I know I'm playing my part in contributing to a better customer experience.
It's about you too
Meet Name who shares their journey on their development within DEC. We love for you to grow in your role and develop your career however that may look or feel like for you.
Hi I'm (name) and i have worked within DEC for X years where I joined as a Customer Consultant and am now a Snr/TL. I have always had an interest in people and would always be the first person to put my hands up to run leaning sessions for my team. My people leader was always so supportive of my career aspirations and provided me with the opportunities to grow in my role by giving me more responsibilities. We had an internal opportunity come up for a Sn/TL and I applied and was successful for the role. I really enjoy working in the department and love that there are prospects to develop within the function. If you're thinking about joining us, we have lots of tools, resources as well as support to grow and have a great career here!
Ready to join us?
If a role within our Digital Experience Centre has got you curious, here's some top tips from our hiring managers to help you with your application:
- Demonstrate problem solving and fining solutions
- Being a people person, we're all about the customer experience
- Communication is our bag! Where this be speaking, writing or listening