Job Advertisement: Customer Service Agent
YOU MUST HAVE B2C (NON-BRANCH-BASED) BANKING EXPERIENCE TO BE ELIGIBLE TO APPLY FOR THIS ROLE.
Location: Birmingham
Job Type: Hybrid (Office/Home-based)
Contract: Perm
Start Date: ASAP
Are you a proactive and customer-focused individual with a passion for delivering exceptional service in the banking sector? Join our client, an innovative and rapidly growing financial organization, as a Customer Service Agent and play a key role in shaping the customer experience during an exciting period of growth.
Key Attributes for the Role
* Proven experience in a customer-facing banking role, with a focus on delivering exceptional service.
* A strong drive and initiative, with the ability to adapt and thrive in a dynamic environment.
* A customer-first mindset combined with technical knowledge to provide effective support.
* Demonstrated B2C banking experience, showing an understanding of individual customer needs.
About the Role
As a Customer Service Agent, you will ensure customers receive top-tier service across various channels, contributing to the company's success as it prepares for its official launch.
Key Responsibilities:
* Customer Interaction: Handle inquiries via phone, email, social media, and in-app chat (post-launch).
* Complaint Management: Address and resolve customer complaints promptly and effectively.
* Vulnerable Customer Support: Provide tailored assistance to customers requiring extra care and understanding.
* Administrative Support: Maintain operational efficiency through general admin tasks.
* Issue Resolution: Troubleshoot and guide customers through technical issues with clear communication.
* Escalation: Refer complex issues to senior management when necessary.
* Performance Monitoring: Collaborate with the Head of Customer Services to meet quality and service targets.
* Risk Awareness: Identify and report risks, maintaining necessary controls.
* Continuous Improvement: Provide customer feedback to support ongoing service enhancements.
Key Knowledge and Skills
* Experience: Minimum of 2 years in customer service, ideally within financial services.
* Communication: Exceptional verbal and written communication skills, maintaining professionalism and empathy.
* Problem-Solving: Analytical skills to identify issues and implement practical solutions.
* Time Management: Ability to manage multiple tasks and prioritize effectively.
* Empathy: Genuine care in understanding and resolving customer concerns.
* Conflict Resolution: Adaptable and positive in handling a wide range of customer challenges.
* Teamwork: Collaborative mindset to contribute to a supportive and high-performing team environment.
Work Environment and Benefits
* Hybrid Schedule: Up to 3 days per week in the office.
* Working Hours: 9:00 AM – 5:30 PM, with flexibility where needed.
* Holidays: 25 days annual leave, your birthday off, and additional financial services benefits.
Why Join?
* Innovative Culture: Work with a forward-thinking organization that values employee contributions.
* Career Growth: Opportunities for professional development and advancement.
* Supportive Team: Collaborate in a positive and empowering environment.
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