Customer Service Advisor

Job Opportunity: Customer Service Advisor

Are you seeking an exciting role in the financial services industry? We're looking for a dedicated Customer Service Advisor to join our dynamic team. This is a permanent position offering up to GBP25,000 per annum, with the flexibility of a hybrid work arrangement after six months.

Purpose of Role:

• Provide 1st line customer support for Retail and SME customers via Chat (Online) and Telephony.
• Handle Back Office activities to ensure smooth functioning.
• Serve as a central point for customers, offering exceptional service and understanding their banking challenges.

Principal Accountabilities:

• Manage inbound communications (voice, chat, social media) to address customer requests, resolve issues, and manage complaints.
• Handle case management, including outbound communications, payments, and letter writing.
• Address key exceptions such as KYC, complaints, vulnerable customer situations, and complex SME customer needs.
• Identify process improvement opportunities and innovate to enhance Customer Service.
• Embody and promote company values in all customer interactions.
• Support other teams in customer communication and engagement.

Experience Required:

• Proven Customer Service experience in face-to-face or telephonic roles.
• Familiarity with core banking systems and social media.
• Competence in handling complex complaints and customer concerns.
• Understanding of key processes like account opening/closing, payments, complaint handling, and KYC referrals.
• Experience with workflow/task management tools.
• Knowledge of financial services regulations.
• Excellent communication skills, both oral and written.
• Ability to handle stress and adapt quickly.
• Motivated by helping people, problem-solving, and creating positive outcomes.
• Adherence to ethical standards and conduct.

Responsibilities:

• Perform administrative tasks linked to customer interaction.
• Deliver top-notch Customer Service, measured by satisfaction KPIs.
• Manage and monitor service quality from providers.
• Drive service innovation and continuous process improvement.
• Act as a customer advocate within the company.
• Adhere to quality control and policy compliance.

Employee Benefits:

• Comprehensive onboarding and continuous development opportunities.
• Flexible working options.
• Regular social events.
• 25 days holiday, with buy/sell options.
• Pension contributions and discretionary bonus scheme.
• Private health cover, life assurance, and income protection.
• Family-friendly policies, including enhanced maternity/paternity leave.
• Season ticket loans.

Join us in this rewarding role where your efforts directly impact customer satisfaction and service excellence. Apply now to be a part of our supportive and innovative team!

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.