Customer Support Officer

Customer Support Officer - Savings - Paragon Banking Group

Salary - up to £25,500 depending on experience

Purpose of the role

Do you want to become part of Paragons Savings revolution? Do you want to become an expert in savings products and provide best in class customer service? If so, then this is the role for you.

You’ll be our customers first point of call and provide help and support to them through their journey.

You'll spot patterns and identify potentially vulnerable customers, financial crime and bottle necks in processes. And refer customers to specialised areas where needed or raise ideas to fix problems quickly.

A high level of commitment, self-motivation and adherence to regulation and legislation is required as well as adhering to the Group Operations policies and procedures, to provide suitable and good outcomes for our customers.

We’ll give you full training and support to help you provide a best-in-class customer service experience to our customers, throughout their whole journey with us.

Duties and Responsibilities

• Manage and provide support for customers for their savings account. This will include product support and transaction queries/monitoring for both front end and back-end functionality
• Support the continuous improvement of policy and procedures
• Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
• Deal with customer queries through different interaction touchpoints
• Escalate calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
• Embrace changes to policy and procedures, using own initiative to challenge barriers and provide the most appropriate outcome for the customer
• Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed
• Communicate and provide accurate information in a timely manner.
• Identifying new ways to improve the customer experience
• Perform all tasks within the agreed Operational Service levels

Working Hours

Monday – Sunday 37.5 hours per week between 08:00 - 22:00 (One hour Lunch). This will be worked on a rota basis which will be communicated by your line manager

Keys Skills and Knowledge

• Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
• Ability to use own initiative and work as an effective team member
• Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
• Ability to recognize when to adapt communication style to suit the customer or colleague
• Problem analysis and problem solving with an attention to detail and accuracy
• IT aptitude and the ability to learn appropriate systems
• Adaptability and the ability to remain calm under pressure
• Ability to interpret/resolve and satisfy customer queries by using own initiative and tools supplied whilst working within mandate
• A passionate “can do” attitude

Experience

Ideally you will have savings experience within a contact centre

Paragon perks

• Generous holiday allowance, with a day off for your birthday!
• Paid community volunteering
• Company-wide, profit-sharing bonus
• Pension plan - we’ll contribute up to 10% of your annual salary
• Life assurance and personal accident cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

We welcome diversity and we care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Formed in 2020, our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience and ideas to build a more equal, diverse and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team who are on hand to connect you with the help you need to get more out of life.

Be better

We want you to reach your potential and, as an Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Be a part of it!

Our employees tell us that the best thing about Paragon is the people! So, if you’re looking for an energetic, friendly team with a great set of values to help you take the next step in your career, apply now and let’s grow together!