Customer Service Advisor

Job Purpose

To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Accountabilities

• Collaborate across multiple digital channels to personalise each customer interaction.
• Enhance the bank's digital capabilities when current technology is not ready to support.
• Provide exceptional customer service by responding to inquiries, resolving issues and handling client requests efficiently.
• Support collaboration with internal stakeholders including sales, operational, and risk management teams to meet client needs and ensure accurate, timely transaction execution.
• Assist business operations teams as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.

Expectations

• Meet stakeholder and customer needs through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting the role and surrounding roles.
• Take responsibility for specific processes within a team; lead and supervise a team when required, guiding professional development and coordinating resources.
• Demonstrate the 4 LEAD behaviours (listen, energise, align, develop) if the role has leadership responsibilities.
• Manage own workload, implement systems and processes within own work area, and participate in broader projects as an individual contributor.
• Execute work requirements per established processes, collaborating with and impacting closely related teams.
• Review colleagues' work within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to the work area.
• Own risk management and strengthen controls over owned or contributed work.
• Deliver responsibilities in line with relevant rules, regulations and codes of conduct.
• Maintain a clear understanding of how all teams contribute to broader objectives.
• Continuously develop awareness of core principles and concepts underpinning the work area.
• Make judgments based on practice and experience, assessing validity and applicability of prior experiences and evaluating options when procedures do not cover the situation.
• Communicate sensitive or difficult information to customers when appropriate.
• Build relationships with stakeholders and customers to identify and address their needs.

Qualifications

• Background in customer service, retail, hospitality, or a role that has supported customers.
• Strong empathy and dedication to helping people.
• Excellent communication skills and the ability to use multiple digital communication channels.
• Experience collaborating with internal stakeholders such as sales, operations, and risk management.
• Understanding of regulatory requirements and internal policies related to customer care.
• Ability to provide specialist advice and support within a defined work area.

Salary and Benefits

Work 5 days per week, including occasional weekends. Starting salary of £26,700. Core benefits include a pension plan, private medical insurance, life insurance and income protection.