Customer Service Advisor

Job Description

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

Accountabilities

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

Expectations

Meet the needs of stakeholders and customers through specialist advice and support; perform prescribed activities in a timely manner and to a high standard; and may have responsibility for processes within a team, leading, supervising and allocating work. For leaders, demonstrate the four LEAD behaviours: Listen and be authentic; Energise and inspire; Align across the enterprise; develop others. For individual contributors, manage own workload, implement systems and processes, and participate in broader projects.

• Execute work requirements as identified in processes and procedures.
• Collaborate with and impact closely related teams.
• Check the work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support within your work area.
• Take ownership for managing risk and strengthening controls related to your work.
• Deliver work in line with relevant rules, regulation and codes of conduct.
• Build awareness of underlying principles and concepts; continually develop administrative and operational expertise.
• Make judgements based on practice and experience; evaluate options when procedures do not apply.
• Communicate sensitive or difficult information to customers where relevant.
• Build relationships with stakeholders and customers to identify and address their needs.

Qualifications

Background in customer service, retail, hospitality or any role where you have supported customers; empathy and dedication to help people; ability to work five days per week, including some weekends.

Compensation & Benefits

Competitive salary of £26,700 plus a comprehensive core benefits package, including a pension plan, private medical insurance, life insurance and income protection.

Work Schedule

Five days per week, including some weekends. The role is primarily based in the Uttoxeter branch; training will take place at the Hanley branch.