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Sales Support Champion - Colleague and Customer Experience


Permanent TSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful. As a Sales Support Coach in the Colleague and Customer Experience team, you will assist the Sales Support Lead and/or Coach to deliver training to fellow colleagues across the Retail Banking Network. You will work collaboratively with your colleagues to upskill and develop their competency and experience, so they can identify new and exciting opportunities to improve customer experience. You will be required to build and embed a culture of change and drive the success of the Bank•s ambition to become Ireland•s best personal and business bank through the promotion of our Mortgage Accreditation framework, Blackbelt and other colleague and customer experience sales support initiatives. The role will also require you to build and maintain relationships with key partners including; supporting the Territory Sales Managers, Business Banking Managers (SME), Mobile Mortgage Managers and Senior Field Based Consultants and the wider Retail Banking Team. Responsibilities:

  • Assist with the delivery of coaching and training initiatives including sales fulfilment, administration and follow up tasks.

  • Coach Branch colleagues to ensure the key learnings of Mortgage Accreditation, Blackbelt other customer experience and sales support initiatives are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs. Support in the day-to-day operation of colleague and customer experience and sales support initiatives within the retail banking network.

  • Take ownership and deal with queries in an effective, professional and compliant manner. • Understand and promote our customer segmentation ethos.

  • Perform duties in accordance with policies, procedures, whilst living PTSB•s values and Standards.

  • Champion consistency in the customer journey and work collaboratively with other departments to implement efficient and effective sales processes that enable a superior customer experience and measurable business growth.

  • Maintain knowledge of the regulatory codes and legislation impacting on day-to-day work.

  • Commit to continuous professional development and agree an annual performance and professional development plan with the manager. Continuously reviews skills, and be flexible and open to feedback.

Requirements: Essential

  • Strong interpersonal and communication skills with a commitment to providing an outstanding customer experience.

  • Proven ability to act on own initiative, innovate and follow through to ensure colleagues, stakeholders and key business partners are connected and aligned to deliver positive customer outcomes.

  • Strong coaching, mentoring and problem solving capabilities.

  • Proficient at Microsoft Office suite.

Desired

  • Qualified Financial advisor • recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA, or APA in both Loans and Savings & Investments

  • Significant experience in financial services

  • Excellent knowledge of retail finance products, processes and procedures

This is a Permanent role based in various Permanent TSB locations in Dublin Is this you? Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview. The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.


  • Contact: HR Manager

  • Reference: IrishJobs

  • www.irishjobs.ie

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