Description
We are seeking a Client Support Specialist to join our team, providing exceptional customer service while resolving complex customer needs or requests. This role is 100% telephony-based, focusing on communication via phone.
Responsibilities:
- Provision of customer service through various communication channels including chat, email, and phone.
- Execution of customer service requirements to resolve complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions, and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Requirements:
- Excellent Customer Service skills.
- Good communication skills.
- Problem Solving.
- Previous knowledge/experience within a telephony background.
- Ability to adapt to change.
- Ability to manage multiple customer inquiries, tasks, and priorities.
This role is based in Knutsford and is a Monday – Friday position, working shifts ranging between 8am – 7pm.