Senior Customer Service Advisor

Senior Customer Service Advisor

Providing exceptional customer service while resolving more complex customer needs and requests across multiple communication channels, including chat, email and phone.

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes, and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank's products and services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• Meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
• Responsibility for specific processes within a team.
• Possibly lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• Demonstrate the four LEAD behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Deliver work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
• Develop awareness of underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative and operational expertise.
• Make judgements based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/customers to identify and address their needs.

Benefits

Competitive salary of £27,500, with a comprehensive core benefits package including pension plan, private medical insurance, life insurance and income protection.

Work schedule: 5 days per week, including some weekends.