Job Advertisement: Customer Service Agent Location: Birmigham Job Type: Hybrid (Office/Home-based) Start Date: ASAP Key Traits: Self-starter, proactive, adaptable under pressure, and skilled at multitasking. Must quickly acclimate to a fast-paced environment. Preferred Experience: Banking experience or contact centre servicing/call handling is needed About the Role Our client, an innovative and rapidly growing organization, is looking for a motivated Customer Service Agent to join their dynamic team. In this role, you'll play a key part in ensuring customers receive consistent, high-quality service across the company’s range of financial products. Key Responsibilities Customer Interaction: Respond to inquiries via phone, email, social media, and in-app chat (once live). Complaint Management: Handle customer complaints effectively and ensure timely resolutions. Vulnerable Customer Support: Provide compassionate and tailored assistance to customers requiring additional care. Administrative Support: Perform general admin tasks to maintain efficient operations. Issue Resolution: Troubleshoot and guide customers through technical issues with clear instructions. Escalation: Refer complex concerns to senior management for appropriate handling. Performance Monitoring: Work closely with the Head of Customer Services to meet service and quality targets. Risk Awareness: Identify and report risks, ensuring necessary controls are maintained. Continuous Improvement: Provide customer feedback to support enhancements in service delivery. Key Knowledge and Skills Experience: Minimum 2 years in customer service operations. Interpersonal Skills: Skilled at interpreting customer signals to ensure meaningful interactions. Communication: Exceptional verbal and written communication, maintaining professionalism and friendliness. Problem-Solving: Strong analytical skills to identify causes and deliver practical solutions. Time Management: Efficiently manage tasks and prioritize resolutions. Patience: Maintain composure in challenging situations to deliver positive outcomes. Empathy: Understand and address customer concerns with genuine care. Conflict Resolution: Adaptable and positive in managing diverse customer challenges. Teamwork: Collaborative mindset to build strong relationships with colleagues and contribute to team success. Work Environment and Benefits Hybrid Schedule: Up to 3 days per week in the office. Working Hours: 9:00 AM – 5:30 PM, with potential flexibility. Holidays: 25 days annual leave, plus financial services benefits and your birthday off. Why Join Our Client? Innovative Workplace: Be part of a forward-thinking company that values your input. Career Development: Enjoy opportunities for professional growth and advancement. Supportive Team: Collaborate with a team that thrives on mutual success and camaraderie