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Customer Service Advisor

Details


1080099


Staffordshire University


20/05/2024


Ongoing


Monday - Sunday. 35 hours per week


Smart Casual

Pay


£25,500


£25,500

Description

Role

This is an exciting opportunity to work with one of the world's largest and most respected financial institutions. They offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions.
 
As a Customer Service Advisor, you will be the first point of contact for our customers. You will provide assistance and guidance to each customer, giving a personal touch ensuring they feel valued and respected. You’ll have empathy, understanding and a passion for delivering excellent customer service. Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything you need to succeed as a Customer Service Advisor. You don’t need banking experience just a can-do approach. 
 
They offer a hybrid working experience that blends the positives of working alongside colleagues at their onsite locations, together with working from home. They have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area.
 
Working days are Monday-Sunday working 35 hours per week. Your working hours will be rotating between 7am - 11pm. 

Duties and responsibilities

  • Working as a team across multiple channels, personalising each interaction with a customer, and providing backing and outcomes to best suit the customers’ needs
  • Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure each customer is valued
  • Demonstrating understanding of our processes/policies to ensure that customers are confident in our colleagues, and knowing when to escalate where appropriate Educating each customer on a range of products and services as well as the different channels they can utilize to engage with us directly
  • Investigating emotive and complex customer and client queries, concerns, and complaints related to an extensive range of products
  • Engaging in a fast-paced environment, reviewing relevant information, and making decisions and actions
  • Taking inbound calls at times and listening to customers’ specific circumstances while tailoring the relevant solutions to their needs

Skills and experience

  • Excellent communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
  • A genuine passion for helping others with a customer centric mindset
  • The ability to educate our customers on a range of products and services
  • Proficiency in fraud investigation, processes and systems reviewing relevant information and making decisions and actions 
  • Ability to work seamlessly as part of a team but also to their own initiative
  • Proven ability to use Microsoft Office to a high standard
  • Experience in Retail Banking is desired but not essential, they are looking for people that are passionate about customer service

Location
Stoke on Trent

Benefits

  • Competitive Salary
  • Holiday Pay
  • Pension Scheme 

Additional information
For more information email Sam Jarvis:Samuel.jarvis@staffs.ac.uk 

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