Customer Service - Unity Experience Advisor

Unity Experience Advisor

Office Based - Birmingham Permanent

At Unity Trust Bank, we're proud to be bold in our ambitions, straightforward in our approach, inclusive in our thinking, and guided by integrity and collaboration in everything we do. We believe that banking should serve the common good-and that starts with understanding our customers deeply and acting on what matters most to them. Guided by these values-and our commitment to Consumer Duty-we ensure our relationships deliver fair, transparent, and sustainable outcomes for our customers.

We're looking for a compassionate, customer focused Unity Experience Advisor to join our Customer Service team - known here as Unity Experience. As the first point of contact for our customers, you'll play a vital role in delivering exceptional, purpose led service to the organisations we support.

What You'll Be Doing

• Responding to customer enquiries via telephone and email with professionalism, empathy and care.
• Providing accurate, efficient support across account servicing, onboarding, payments and customer changes.
• Identifying and resolving customer needs at the first point of contact wherever possible.
• Maintaining accurate records and ensuring all activity complies with internal processes and regulatory standards.
• Escalating complex queries or complaints to Specialists or Leads when appropriate.
• Contributing to continuous improvement by identifying themes, sharing insights and suggesting enhancements.
• Championing Unity Trust Bank's values in every customer interaction.

What You'll Bring

• Experience in customer service, ideally within financial services or another regulated environment.
• Confident communication skills, with strong listening ability and genuine empathy.
• A proactive, solutions focused mindset and excellent attention to detail.
• Passion for supporting purpose led organisations and making a positive difference.
• Confidence learning new systems and adapting to change.
• A collaborative approach and commitment to contributing to a positive, inclusive team culture

If you're motivated by purpose, enjoy helping others and want to grow your career in a values led organisation, we'd love to hear from you.

The full job description is available on request.

We are proud to have an inclusive recruitment process, which we pride ourselves on flexing to be accessible to all. We believe that inclusive and accessible recruitment opens our doors to a broader, more diverse talent pool-bringing in candidates with varied backgrounds, experiences, and perspectives. We strive for this diversity to strengthen our decision making, fuel creativity, and to drive innovation across the bank.