Applicant Information Booklet. Permanent and Fixed Term Service Advisor (Full Time)

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1 2015 Applicant Information Booklet Permanent and Fixed Term Service Advisor (Full Time)

2 Contents Important Information... 3 The Roles... 4 Vacancy 8329 Permanent and Fixed Term Service Advisor (Full Time)... 4 Eligibility... 4 Associated Benefits... 5 What We Expect From You... 6 Recruitment Process... 7 Stage 1 Formal Screening of Applications... 8 Stage 2 Online Aptitude Tests... 8 Stage 3 Interview... 8 Interview Availability... 8 Appendix Accepted Documentation... 9 Proof of Identity... 9 Proof of Eligibility to Work in the UK... 9 Proof of Qualifications... 9 Proof of Current Address

3 Important Information Please read this booklet before completing your application form. This booklet is designed to inform you, as an applicant, of what you can expect from the Recruitment Process as well as letting you know what we expect from you. It will also give you a brief idea of what you can expect if you are selected for a position and the benefits associated with the role you are applying for. Applications will not be considered from applicants who have been interviewed for a Service Advisor position since December Applications should be submitted by . It is a requirement that all applicants provide an address on their application form as this will be used for correspondence during the recruitment process. You are responsible for ensuring that the address you provide is correct and to advise us of any changes. You should check your account (including junk mail folders) regularly to make sure that you do not miss any communication from us. If we receive a large volume of applications for this vacancy we will complete a computer based random selection of applications for processing to the next stage(s) of the selection process. If this approach is necessary and your application is not selected as part of the random sample, we will hold it on file for six months and should further vacancies arise during this time your application will be included in a further random selection procedure. Depending on the number of successful applicants and the number of vacancies we have during the year, we may create a pool of potential employees who will join our organisation at different times during 2015 and Should you need to contact us, please do so by to ensuring that you quote the vacancy reference number and vacancy title in the subject line. If you have a disability which means you require assistance during any stage of the application process, please call HR Services on Danske Bank is committed to providing equality of opportunity for all. 3

4 The Roles Vacancy 8329 Permanent and Fixed Term Service Advisor (Full Time) As a Service Advisor you ll be part of a team providing an exceptional customer experience and dealing with a wide range of tasks answering customer telephone enquiries through our Customer Contact Centre, face to face at one of our Branches or working in one of our Central Support Functions. In the Customer Contact Centre based in Belfast City Centre, you will be involved in handling general customer enquiries about their accounts and about our products and services over the phone. The role within one of our Branches is as a Teller, helping the customer with their basic banking needs, handling cash and providing them with information on our products and services. The majority of vacancies are in greater Belfast, North Down and Co Antrim, however, we may also have a small number of opportunities in other locations. The role within our Support Functions, primarily based in Dunmurry, is to provide administrative support to branch based colleagues. The type of activity associated with this role is data processing and maintenance of customer accounts and information. We are currently recruiting full-time Advisors on permanent contracts and fixed term contracts of varying lengths, which may lead to permanent positions in the future. Your hours of work will be 35 hours per calendar week. These hours may be averaged over a longer reference period in accordance with the needs of the business, and may include working on Sunday. In the first instance and for the foreseeable future your hours will be arranged between 8.00am and 8.00pm, Monday to Saturday. Full induction, training and ongoing support for your professional and personal development will be provided. Eligibility To apply for this role you will need 6 GCSE passes (grades A* - C) or equivalent to include Maths and English Language. You will also need to have: Customer focus, with a desire to treat people fairly Motivation and focus on achieving results Resilience and ability to deal with change Initiative and a willingness to take responsibility for own actions The ability to produce quality, professional and accurate work The ability to relate well with others and work in a team environment Excellent communication and listening skills Computer skills It would be beneficial to have: Previous experience working in a customer services environment Previous sales experience including achieving targets and/or making referrals ECDL/GCSE IT or equivalent The ability to prioritise and organise your work 4

5 Associated Benefits A starting salary of 14,000, per annum which increases to 14,500 on successful completion of a 6 month probationary period, this may be higher and up to 16,471 depending on experience. Salary increases of up to an additional 1,000 are available within 24 months and are payable on successful attainment of roles specific skills. Paid annual holiday entitlement of 22 days (accrued based on full months worked). Paid Bank Holidays (based on number of full months worked). Entitlement to Occupational Sick Pay where the contract issued is 6 months or more. Membership of the Danske Bank Employee Pension Plan - The Bank will contribute up to 10% of your salary. Financial support for Further Education relevant to your role available after successful completion of 12 months service. Discounts on Danske Bank UK financial products. Perks a benefits programme that entitles employees to over 1000 special offers and discounts on retail goods and services. The Employee Assistance Programme provides employees and their families with 24/7 support on a wide range of personal and work related issues, through a confidential telephone helpline. 5

6 What We Expect From You You will submit your application by the closing date. Applications received after the closing date will not be accepted. You will be available to meet the required timescales at all stages. If you are unable to adhere to these timescales you will not progress to the next stage. Danske Bank reserves the right to alter timescales during the process. You will ensure that you have your original qualification certificates readily available at the time of application. (Please note that copies or Provisional Statements of Results will not be accepted - see the Appendix for further details). If you are providing an equivalent qualification, please state the type of qualification and date awarded on your application and provide details of modules studied. If requested, you should also be able to provide documentary proof of equivalency. If you are successful at interview you will be issued with a Letter of Offer and will be requested to provide the following documentary evidence: Current Address Eligibility to Work in the UK Qualifications National Insurance Number If you are unable to provide by the return date on the Letter of Offer any of the documentary evidence requested we will withdraw our offer. 6

7 Recruitment Process Application Read the Applicant Information Booklet. Ensure that you meet the eligibility requirements. Download and save the application form from the Danske Bank UK website. Complete and the form to ensuring you provide a valid address. Completed application forms must be received by 5.00pm on Thursday 10th September Applications received after this deadline will not be considered. Screening of Applications It is anticipated that you will be informed of the outcome of this stage in the process no later than 18th September Applications which do not meet the criteria at this stage will be withdrawn from the selection process. Online Aptitude Testing Applicants who pass the initial screening stage of the selection process will be invited to complete an Online Aptitude Test. It is anticipated that this stage will be completed by 22nd September Applicants will be advised of the outcome of this stage no later than 29th September Interview Applicants who are successful following the Online Aptitude Testing stage will be invited to attend an interview. Interviews will be held September and October 2015 in Belfast, with a smaller number of interviews in other areas of the province. Reschedule requests cannot be accommodated other than in very exceptional circumstances. Applicants will be informed of the outcome of this stage no later than 23rd October Offer Applicants who are successful at the interview stage will be offered a position, subject to meeting minimum pre-employment standards. All offers are conditional. Applicants must be able to provide required documentation prior to the return-by date of their offer. Pre Employment Checks Upon acceptance of an offer and provision of all required documentary evidence, pre-employment checks will commence. Should the checks return unsatisfactory results, the offer of employment will be withdrawn. Appointment Once all pre-employment checks have been completed to the Bank's satisfaction, successful applicants will be contacted to arrange a start date. It is anticipated that induction courses for successful candidates will commence in November and continue through December and January. Please note that these timescales are subject to change at the Bank s discretion. 7

8 Stage 1 Formal Screening of Applications Applications will be screened against the essential criteria specified in the job advertisement. Applications that do not meet the essential criteria at this stage will be withdrawn from the selection process and you will be advised by . Successful applicants will be invited to participate in the next stage of the selection process. Stage 2 Online Aptitude Tests This stage of the assessment process will be the completion of online aptitude tests. All applicants are required to provide an address on their application form for this purpose. You will receive an containing the link to the online tests. Check your and junk mail folders during this time to ensure you receive the . The will contain full instructions on how to complete the online tests. If you do not receive an within 24 hours of receiving notification that you are to be invited to complete the tests, please contact us at Stage 3 Interview If you are successful after Stage 2 you will be invited to attend an interview. The interview will be a formal assessment of your skills and competencies and will last approximately 45 minutes. If invited to attend an interview, you will be asked to bring original photographic identification which will provide proof of your identity. Please see the Appendix for full details of acceptable documentation. Interview Availability It is intended that interviews for these positions will take place predominantly in Belfast City Centre, with limited availability in other locations across the province. Interviews will take place throughout September and October Interviews will be rescheduled in exceptional circumstances only. 8

9 Appendix Accepted Documentation This appendix details documentation accepted by Danske Bank for the purposes of satisfying the Bank s entry requirements. All documentation provided must be original (not copied) and, where appropriate, in date. You should read this list carefully prior to submitting your application and ensure that you are able to provide acceptable documentary evidence should you be successful. If you do not have the required documentation, or if you have any questions, please contact us by telephone on Proof of Identity Valid passport Valid UK or Ireland Driver s Licence (photo-card alone is acceptable) Valid EU photo-card Driver s Licence Electoral Identity Card for Northern Ireland EEA Member State Identity Card Proof of Eligibility to Work in the UK Valid passport (UK, Ireland or passport/national identity card showing that you are a national of a European Economic Area country or Switzerland) OR Full birth or adoption certificate issued in the UK or Ireland which specifies the name(s) of one of the holder s parents or adoptive parents OR A current passport, immigration status document, residence permit or registration card/certificate that shows you are permitted to take up employment in the UK National Insurance Number National Insurance Number card Documentation issued by previous employer, HM Revenue and Customs (eg P45 or P60), the Department for Work and Pensions, Jobcentre Plus, the Training and Employment agency (Northern Ireland) or the Northern Ireland Social Security Agency Proof of Qualifications GCSE examination certificates (or equivalencies) issued by the appropriate awarding body. Please note that Provisional Statements of Results or photocopies will not be accepted. 9

10 Proof of Current Address One of the following: Original Utility Bill (eg water, gas, electricity, telephone, etc) dated within the last three months. Mobile telephone bills are not acceptable. Original Land & Property Services Bill/Notice, valid for the current year. Valid UK Photo-Card Driving Licence (full or provisional). Please note this can only be accepted if it has not been used as proof of identity. EEA Member State Identity Card that show your address. Please note this can only be accepted if it has not been used as proof of identity. Recent evidence of entitlement to benefit eg original letter from Social Security Agency confirming the right to benefit or that benefit is being paid direct to an account (including child tax credit/child benefit). This should be dated within the last six months. Original recent system generated or signed documentation from a regulated financial sector firm indicating that an account/investment relationship exists and which contains your address eg bank, building society, credit union or credit card statement issued in the last three months, passbook with entries dated within the last three months or mortgage statements issued in the last 12 months. Current Rent Book/Card or tenancy agreement issued by Northern Ireland Housing Executive/Housing Association OR recent documentary evidence that rent is being paid directly to NIHE/Housing Association. Original current Household/Motor Insurance certificate, schedule or confirmation of renewal of insurance, issued by a recognised insurance provider, valid for the current year. Original Inland Revenue tax notifications eg tax assessment, statement of account, notice of tax coding etc. (Note Forms P45 and P60 are not acceptable as they are not official Inland Revenue documents). The notification should be dated within the last six months and addressed to you at the address provided on your application form. Vehicle Registration Document. Original TV Licence for the current year OR renewal notification for the current year, where it has been system generated with a pre-printed address (ie paid by Direct Debit). Original Letter of Offer or Acceptance, on headed notepaper, from your College or University. 10

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