rip this to shreads....
Posted: Tue Aug 09, 2005 9:08 pm
Job thing i have done so far, gotta finish it by tomorrow and hand it in!!
Please indicate why you feel you are a suitable candidate for this position, listing any relevant skills and competencies.
I am applying for this post as it is a role that interests me greatly, and I have relevant skills and experience. I am sure it is a role I will both enjoy and excel in and I feel I am an ideal candidate for this post due to the following:
Proven technical skills: I have previously worked in computer store that involved me diagnosing and repairing PC systems that were brought to us. I have attained 2 A levels in computing and system technician courses. I am also able to program in raw HTML, a trait that I have learned from qualification and helping run a major website.
Experienced with LTSB/Microsoft systems: I am very proficient with all of the Microsoft Office Suite. Through courses and qualifications I have completed, and self-education I have picked up a number of useful skills that could be implemented into the work place. I am trained in GEO, BIT and IBC, which are all LTSB account systems.
Lloyds TSB products/structure: I have worked within Lloyds TSB for a year and a half, and this have given me a solid knowledge and exposed to me of the banking environment and associated systems.
Team member: I am diligent and thorough in my work. I am presentable, eloquent and friendly, and enjoy working as a part of a team.
Providing Excellent Customer Service
On a day to day basis I am polite and pleasant to all colleagues and customers alike. This has always been the case in every job that I have had. I have worked both on the phones and also in a face to face customer service I believe that if you know your job then you can advise a customer or a colleague on the best course of action for any situation. This is paramount in my current role as a person’s financial situation could depend on what you say. The term customer service doesn’t mean giving the customer the best product/service that we have, but giving informed view on all products/services and finding the best one to suit the customers needs.
During work at a retail store, Big W, I encountered a customer that was hard of hearing and interested in buying a DVD player. I approached the individual and asked if she was looking for anything in particular. It became apparent very quickly that the customer was hard of hearing and communication via normal means was not really an option. After about 30 seconds trying to establish what the customer wanted I picked up a pad and a pen and began to write to the customer. At this point the customer smiled and we began to communicate and I established what the customer was looking for and gave my opinion on what was the best product. The result of my 10 minutes with the customer is that the best product was chosen and subsequently purchased and also the best customer service was given.
Delivering Business Results
Within any part of Lloyds TSB it is essential that employees work towards an overall goal of meeting business results. The targets of Internet Banking are that to market the products available to customers online and provide as high-level customer service as possible. The priority of Internet Banking is to maintain Grade of Service that ensures all incoming calls are answered within as short of a time as possible. I personally ensure that I make sensible decisions with regards to admin work and call backs, utilizing quiet periods within the day so that the grade of service does not suffer. I can enquire about current grade of service and availability via the Wallboards and also via our Operations Team. Through this I ensure I meet both the priority of Internet Banking through helping to maintain the daily grade of service and also the Banks policy of ensuring customer satisfaction. By making customers aware of the services and products that are available online, we are generating more business for the group as a whole and also informing the customers of things they would not normally be aware of.
Attention to Detail
During my work in Teleservice department in Newport I was required to be meticulous whilst working within the boundaries of the Customer Verification Process (CVP). I never miss any scripting and navigate through a procedure in a logical confident manner. I always make sure I am up to date with changes in procedure by reading through every brief thoroughly and then referring to my line manager if I am unsure about any changes that have taken place in a bid to remain compliant.
The excellent call quality scores that I have never failed to achieve demonstrate this attention to detail. It also translates to satisfied customers who are grateful for my help and understand the necessity of the CVP process, both for their security and the security of other Lloyds TSB customers.
When dealing with all technical queries I complete a concern form detailing all actions necessary to resolve the investigation. This is required for audit purposes and acts as a tool to highlight any faults. This also acts as a historical record in case the investigation needs to be reopened at a later date.
Team Working
As an active team player I am always keen to make as full a contribution as possible to the team’s success. I recognise the value of teamwork and its importance in achieving the common goal for the individual, the team, the department and Lloyds TSB as a whole. I actively promote healthy competition within my own team, and do this by working with colleagues and agreeing a target to aim for on an hourly basis each day. I will always do my utmost to motivate and support my colleagues when under pressure. When a target is achieved I recognise that this has been a team effort, and not an individual one.
I have been given the opportunity to represent my colleagues in management meets by being appointment an Agent Ambassador. This involves me taking points that staff within the department are unhappy with and working towards a resolution.
During the meeting many points are put forward, some of which were answered on the spot, but others questions posed had to be taken forward. Through maintaining a frank and open dialogue, and discussing issues honestly, mutually satisfactory resolutions were reached.
Any opportunity I am presented with which allows me to improve the working environment for my team, I am very enthusiastic about, and always see it as a chance to demonstrate my commitment to the Lloyds TSB Group
Please indicate why you feel you are a suitable candidate for this position, listing any relevant skills and competencies.
I am applying for this post as it is a role that interests me greatly, and I have relevant skills and experience. I am sure it is a role I will both enjoy and excel in and I feel I am an ideal candidate for this post due to the following:
Proven technical skills: I have previously worked in computer store that involved me diagnosing and repairing PC systems that were brought to us. I have attained 2 A levels in computing and system technician courses. I am also able to program in raw HTML, a trait that I have learned from qualification and helping run a major website.
Experienced with LTSB/Microsoft systems: I am very proficient with all of the Microsoft Office Suite. Through courses and qualifications I have completed, and self-education I have picked up a number of useful skills that could be implemented into the work place. I am trained in GEO, BIT and IBC, which are all LTSB account systems.
Lloyds TSB products/structure: I have worked within Lloyds TSB for a year and a half, and this have given me a solid knowledge and exposed to me of the banking environment and associated systems.
Team member: I am diligent and thorough in my work. I am presentable, eloquent and friendly, and enjoy working as a part of a team.
Providing Excellent Customer Service
On a day to day basis I am polite and pleasant to all colleagues and customers alike. This has always been the case in every job that I have had. I have worked both on the phones and also in a face to face customer service I believe that if you know your job then you can advise a customer or a colleague on the best course of action for any situation. This is paramount in my current role as a person’s financial situation could depend on what you say. The term customer service doesn’t mean giving the customer the best product/service that we have, but giving informed view on all products/services and finding the best one to suit the customers needs.
During work at a retail store, Big W, I encountered a customer that was hard of hearing and interested in buying a DVD player. I approached the individual and asked if she was looking for anything in particular. It became apparent very quickly that the customer was hard of hearing and communication via normal means was not really an option. After about 30 seconds trying to establish what the customer wanted I picked up a pad and a pen and began to write to the customer. At this point the customer smiled and we began to communicate and I established what the customer was looking for and gave my opinion on what was the best product. The result of my 10 minutes with the customer is that the best product was chosen and subsequently purchased and also the best customer service was given.
Delivering Business Results
Within any part of Lloyds TSB it is essential that employees work towards an overall goal of meeting business results. The targets of Internet Banking are that to market the products available to customers online and provide as high-level customer service as possible. The priority of Internet Banking is to maintain Grade of Service that ensures all incoming calls are answered within as short of a time as possible. I personally ensure that I make sensible decisions with regards to admin work and call backs, utilizing quiet periods within the day so that the grade of service does not suffer. I can enquire about current grade of service and availability via the Wallboards and also via our Operations Team. Through this I ensure I meet both the priority of Internet Banking through helping to maintain the daily grade of service and also the Banks policy of ensuring customer satisfaction. By making customers aware of the services and products that are available online, we are generating more business for the group as a whole and also informing the customers of things they would not normally be aware of.
Attention to Detail
During my work in Teleservice department in Newport I was required to be meticulous whilst working within the boundaries of the Customer Verification Process (CVP). I never miss any scripting and navigate through a procedure in a logical confident manner. I always make sure I am up to date with changes in procedure by reading through every brief thoroughly and then referring to my line manager if I am unsure about any changes that have taken place in a bid to remain compliant.
The excellent call quality scores that I have never failed to achieve demonstrate this attention to detail. It also translates to satisfied customers who are grateful for my help and understand the necessity of the CVP process, both for their security and the security of other Lloyds TSB customers.
When dealing with all technical queries I complete a concern form detailing all actions necessary to resolve the investigation. This is required for audit purposes and acts as a tool to highlight any faults. This also acts as a historical record in case the investigation needs to be reopened at a later date.
Team Working
As an active team player I am always keen to make as full a contribution as possible to the team’s success. I recognise the value of teamwork and its importance in achieving the common goal for the individual, the team, the department and Lloyds TSB as a whole. I actively promote healthy competition within my own team, and do this by working with colleagues and agreeing a target to aim for on an hourly basis each day. I will always do my utmost to motivate and support my colleagues when under pressure. When a target is achieved I recognise that this has been a team effort, and not an individual one.
I have been given the opportunity to represent my colleagues in management meets by being appointment an Agent Ambassador. This involves me taking points that staff within the department are unhappy with and working towards a resolution.
During the meeting many points are put forward, some of which were answered on the spot, but others questions posed had to be taken forward. Through maintaining a frank and open dialogue, and discussing issues honestly, mutually satisfactory resolutions were reached.
Any opportunity I am presented with which allows me to improve the working environment for my team, I am very enthusiastic about, and always see it as a chance to demonstrate my commitment to the Lloyds TSB Group
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