Visit Paragon Banking Group

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Location
Solihull
Department
Customer Assurance
Advertising Salary
Up to £21,000 depending upon experience
Vacancy Type
Undergraduate Internship

About the Role

Purpose of the role
Paragon Bank are seeking to offer up to 5 competent under-graduate students a 12-month placement opportunity to join and work collaboratively with the Mortgage Customer Journey Transformation team, in redesigning and digitizing the end-to-end customer journey for But To Let landlords. This is an opportunity to re-imagine the customer and colleagues experience, and to put in place the support mechanisms that will ensure the bank can meet its regulatory obligations.
 
This is a significant investment for the bank, and it is imperative that applicants are willing to fully apply themselves in meeting the business demands of the role, whilst gaining experience of working in a live collaborative and commercial environment.
Duties and responsibilities
  • Support and work collaboratively with colleagues to design and deliver policies, processes, procedures, and IT solutions that deliver an exceptional customer service and fair customer outcomes
  • Accurately map end to end customer processes and customer journeys using Visio and Smaply tools, so that journeys are easily understood and designed to be as simple as possible
  • Document policies and procedures using plain English and creative tools, that ensures the content is user friendly, accessible, and easy to digest, whilst ensuring regulatory obligations are fulfilled
  • Publish colleague support material in a centralized interactive knowledge base, which includes search functionality
  • Review and understand user stories, acceptance criteria and test scripts to assist with User Acceptance testing
  • Run test scenarios to ensure technical enhancements are fit for purpose, identify, and report any issues promptly
  • Support HR in developing training material that facilitates the effective roll out of deliverables

About You

Skills
  • Ability to absorb information from a variety of meeting and material, interpret the content and then document to policies, procedures, process maps and training material
  • Apply analytical skills to a range of activities
  • A self-motivated, team player, able and willing to acquire new skills and grasp concepts quickly whilst in role
  • Be open to adapting within an environment which is continually changing for the benefit of customers, colleagues and shareholders
  • Good interpersonal, organisational, written, and oral communication skills, including the ability to communicate clearly with a diverse group of people
  • Willingness and ability to raise concerns or challenges in a constructive manner, so that we deliver the optimum customer experience as efficiently as possible
  • Willing and able to adopt a flexible approach as required, to multi-task and work on several concepts simultaneously and under tight schedules
  • Be capable of organising and prioritising workloads, ensuring deadlines are always met
  • Good presentation skills
Qualification and experience
  • Be proficient in the use of MS Word, Excel and PowerPoint and to develop your MS Office skills in the aforementioned packages and Visio
  • The ability to navigate the internet to source information
 
Working Hours
 
Monday to Friday 37.5 hours.

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