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Anne Nutley, Contact Centre Agent
Anne Nutley is a Contact Centre Agent with the Customer Service Desk in Bank of Ireland 365. The team Anne is part of takes calls for the Great Britain branches, handling all types of branch account queries for both Business and Personal customers. While it is a demanding and challenging role, Anne finds it extremely rewarding being in a position to assist people with their banking queries.
I feel that my education does not really have a major influence on my job because I left school 34 years ago.
However I feel that it is good to have the base of a good Leaving Cert as a starting point in any career.
You would also need to be fluent in English to work in this area.
I did the Leaving Cert and a Secretarial Course.
When I was a fulltime mother I did courses in Interior Design and Flower Arranging.
I also studied Spanish for 6 years so this kept my brain active!
It has been so long since I left school that the subjects I took do not really have an influence on the job I am doing now.
Banking 365 have a comprehensive training programme in place. When I first started I had a number of weeks classroom based training to learn about all the products, policies & procedures, call handling techniques etc.
I also had on the job training where I listened in to calls my colleagues were handling before I was ready to go on the phones myself. Then I initially started out taking calls from Republic of Ireland customers.
There is ongoing training provided to keep us up to date with any changes re: policies / products, etc. I am now trained to take calls from 3 jurisdictions - ROI, Northern Ireland and Great Britain.