Customer Service Advisor

Customer Service Advisor, Permanent - Liverpool (L7) office based, 5 days per week inc. Saturday shift (twice a month)

The Role Is

Due to ongoing expansion and to support the future growth within the business, Cashplus Bank (one of the leading digital “Challenger” Banks within UK) are proud to be offering an incredible opportunity to join our vibrant operations team, working as a Customer Service Advisor, playing a pivotal role in delivering service excellence to our consumer and business customers.

Working on a full time & permanent basis from our offices based at the impressive “Spine” building in Liverpool (L7) the Customer Service Advisor will focus on first touch resolution with the holistic organisational goal of making us ‘easy to do business with’.

Going through an initial in-house training period, the Customer Service Advisor will deal with a variety of service-based requests relating to day-to-day banking across our various products as well as providing support for our most vulnerable customers to ensure all customers get the right outcome.

This Customer Service Advisor job will provide an excellent platform for an enthusiastic and dedicated person to “see beneath the bonnet” of a digital bank, as well have the opportunity for profound career development and growth!

Key Accountabilities Include

• Providing an excellent customer experience (including servicing our most vulnerable customers) by resolving customer queries at first point of contact related to our valued customers around their Cashplus accounts, ensuring the right quality outcomes are achieved on calls
• Manage all customer contacts and calls in line with regulations, following appropriate processes
• Responding to and taking action regarding customer expression of dissatisfaction/ complaints and attempting to resolve the customers issue to the best of your ability
• Demonstrating an effective knowledge of products & services offered by the Cashplus accounts
• Investigate solutions through a variety of systems and platforms, establishing the facts and creating an accurate response to our customers (and colleagues) in a timely manner and within our agreed Service-Level-Agreements (SLAs)
• Ensuring notes are documented accurately and clearly on our systems for each process or task completed in relation to servicing our customers
• Identify process improvements to improve the customer outcome and suggest ways to implement these

You'll Need To Have

• Driven by a customer centric focus on good quality outcomes, with a positive “can do attitude”
• Excellent communication skills (both written and verbal) with an empathetic approach to dealing with both our customers & your colleagues
• Adaptability to work effectively both independently as well as “winning together” as a team
• Strong working knowledge of Microsoft Office, competent keyboard skills & adept at working with several applications simultaneously, with excellent attention to detail
• Enthusiasm, a good aptitude to learn new skills and holds a keen interest within your own personal and career development

In Return You'll Enjoy

· Competitive basic salary

· 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income)

· 26 days’ holiday increasing each year of service to 33 days

· Ability to buy and sell a further 5 days holiday each year

· 4 x Life Assurance

· Pension salary sacrifice

· Family friendly policies

· Regular social activities and team events

· Charity Volunteering Day

· Free drinks and snacks in the office

Who Are we?
Cashplus Bank has a vision to be the UK’s best loved digital banks. Best loved by its customers, shareholders and, importantly its people.

As a digital challenger to the UK’s established banks, Cashplus Bank recognises the importance of its strong, inclusive culture in helping it to compete, innovate and provide its customers with great service.

Cashplus was founded to enable a more open and successful financial future and remains focused on that core purpose today, retaining the same commitment to delivering simple, accessible products for the microbusinesses and consumers who are too often overlooked by high street banks.

At the heart of Cashplus Bank’s unique culture are its four values: We are all in, We are up front, We do it right and We innovate with purpose, reflecting the inclusiveness, straightforwardness, diligence and customer focus demonstrated by our colleagues.

A true fintech pioneer, we are a fast-growing and credible challenger to UK high street banks.

Why work for us?
If you enjoy being collaborative, hands-on and have entrepreneurial flair you’ll love it here.

You’ll get the excitement, scope and stimulation of an innovative fintech with the security of joining an established, stable and profitable business. We’re growing fast, meaning there are always new and exciting opportunities to join our team, check out our latest vacancies below.

Cashplus is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Job Types: Full-time, Permanent

Salary: £22,800.00-£24,500.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Canteen
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Health & wellbeing programme
• Paid volunteer time
• Referral programme
• Sick pay
• Transport links

Schedule:

• Day shift
• Every weekend
• Holidays
• Monday to Friday
• Overtime

Education:

• A-Level or equivalent (required)

Experience:

• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Ability to Commute:

• Liverpool, L7 3FA (required)

Work Location: In person

Reference ID: CSALiv1