Customer Service Advisor

Job Overview

Provide resolutions for customer queries and personalise each interaction through multiple communication channels, acting as the first point of contact for our Retail Banking customers in branch or at local hubs.

Key Responsibilities

• Resolve customer queries and issues, ensuring a friendly and efficient experience.
• Collaborate across digital and face to face channels to personalise interactions.
• Identify gaps in current technology and work with teams to enhance digital capabilities.
• Respond to inquiries, handle client requests and ensure timely, accurate transactions.
• Support collaboration with internal stakeholders-sales, operations, risk management-to meet client needs.
• Assist business operations teams (risk, compliance, collections) as required.
• Comply with all regulatory requirements and internal policies related to customer care.
• Lead or supervise a team when applicable: guide professional development, allocate work and coordinate resources.
• Review colleagues' work to meet internal and stakeholder standards.
• Provide specialist advice and support within your work area.
• Own risk management and strengthen controls in your responsibilities.
• Deliver work in line with relevant rules, regulations and codes of conduct.
• Communicate sensitive or difficult information to customers effectively.
• Build relationships with stakeholders and customers to identify and address their needs.

Qualifications and Skills

• Experience in customer service, retail, hospitality or a similar role supporting customers.
• Strong communication and interpersonal skills, with the ability to handle challenging situations.
• Ability to work independently and as part of a team, managing workload and meeting deadlines.
• Basic understanding of digital communication tools and willingness to adopt new technology.
• Commitment to comply with regulatory and internal policy requirements.
• Demonstrated capacity for problem solving, risk assessment and influencing stakeholders.

Benefits

• Competitive starting salary of £26,700.
• Comprehensive core benefits package, including pension plan, private medical insurance, life insurance and income protection.
• Full training and ongoing support from a collaborative team.