General information Job Title Customer Service Representative Ref 9259 Location Glasgow Department BAR - CS - Credit Card New Hire - BW1 Business Area CS - Banking Customer Service (Banking Customer Contact - BW1) Working time Full-Time Date Published 27-11-2024 Serving our customers, communities, and planet a little better every day. Salary: £ 20,500 to £ 23,500 depending on experience Working Hours: Full time, 3 6 hours per week. The Credit Cards department is open Monday to Sunday, 07:00am to 09:00pm. Colleagues in our Credit Cards department handle customer inquiries via inbound calls, covering everything from purchasing queries to addressing more complex questions about interest rates. Alongside managing incoming calls, you’ll play a pivotal role in encouraging customers to explore our digital channels for self-service options. Part of your responsibilities may involve addressing and resolving customer complaints. We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while ensuring exceptional customer service, will be key to your success. You’ll undergo onsite training and then by placed in our graduate bay before transitioning to your team, all while remaining as office-based colleagues. However, once you have reached competency in role, you can request to transition to a primarily remote working arrangement through our ‘Moments that Matter’ working model. This will allow you to work from home for most of the time, while joining colleagues in our offices for significant occasions, such as team meetings, development discussions, and social events. You will be responsible for : Using your excellent listening and relationship-building skills to provide an outstanding customer service Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be to conduct outbound calls occasionally You’ll take full ownership of the customers you assist, guiding them from initial call all the way though to resolution Using your own judgement to effectively handle and resolve customer queries, and where needed access relevant tools for support Listening to customers personal circumstances to understand their requirements and provide personalised solutions Accurately documenting customer interactions, issues, and resolutions within our systems Educating customers on the full range of products and services we offer when additional information is requested by the customer - don’t worry, full training will be provided to ensure you are a Tesco Bank product expert You will need : A passion for deliver ing a n excellent customer experience and find ing the best outcome for our customers Previous experience in Customer Service within a call centre preferred, however, transferable skillsets within an applicable customer service environment are equally valued e.g., retail, hospitality or leisure Proficiency in written and verbal communication, coupled with listening and empathic skills, demonstrating resilience in handling various complex challenges Proficiency in technology, including Microsoft Office, is essential. You will be regularly multitasking and using multiple systems simultaneously to effectively carry out your responsibilities Every applicant must have the right to work in the UK to commence employment with Tesco Bank either by way of nationality, visa or work permit, and as you will be working in a highly regulated environment, all offers of employment for this role are subject to a series of background checks, including a criminal record check and stringent financial checks. How to apply We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals. Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more Why Tesco Bank? We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together. All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.