Customer Service Specialist

A day in the life:

Answer a high volume of calls and interact with customers over live chat and email

Respond to day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call

Accurately investigate customer queries, raising with relevant parties, and escalate where needed

Make sure service and customer demand is met to a high standard and within an agreed turn-around time - service level agreement (SLA)

Participate in initiatives that help improve our customer service, processes, and procedures

Liaise closely with other teams to advocate on behalf of customers

Listen to customers personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes.

About you:

You have customer service experience within financial services or banking

You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre

You have excellent communication skills with the ability to work as part of a team

You have the ability to maintain high levels of accuracy

You are adaptable and have the ability to meet hanging priorities and customer demand

You’re highly motivated and committed to achieve success for you and for the customer

You are goal orientated and able to meet company goals to achieve important objectives

You’re proactive and have the initiative to create frictionless customer journeys

You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome

You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App.