Description
We are seeking a Specialist Customer Care Advisor to join our team, providing exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions.
The role involves:
- Providing customer service through various communication channels including chat, email, and phone
- Resolving complex customer needs and requests
- Collaborating with teams across the bank to align and integrate customer care processes
- Identifying areas for improvement and providing recommendations for change
- Developing and implementing customer care procedures and controls
- Resolving specific customer inquiries and issues related to the bank's products and services
- Developing and executing reports and presentations on customer care performance
- Identifying industry trends and developments to implement best practice
As a Specialist Customer Care Advisor, you will be expected to:
- Meet the needs of stakeholders/customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard
- Take ownership for managing risk and strengthening controls
- Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function
- Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based
The ideal candidate will have:
- Previous experience of working in a telephony-based customer service role
- A customer-centric approach
- Computer literacy with the ability to navigate digital tools efficiently
- Exceptional time and diary management skills
- Experience in Financial Services, including previous Banking roles and KYC experience, is highly valued
- Experience of working within a fast-paced environment and being able to work under pressure while maintaining accuracy and attention to detail
- Experience of managing and resolving customer disputes
The salary for this role is £27,700 per annum, and you will be required to work between the hours of 8am to 8pm, Monday to Saturday on a shift rotation basis.