Welcome to Al Rayan Bank, the longest established and most successful Islamic bank in the UK. Al Rayan Bank is an extraordinary and flourishing institution that celebrates diversity and values ethics. As a prominent member of the Masraf Al Rayan Group, one of the largest bank’s in Qatar, we are fuelled by an unwavering ambition for excellence, promising you an exhilarating journey ahead. At Al Rayan Bank, we embrace change as an opportunity for positive transformation. Currently, our focus lies on building a culture of inclusivity and diversity, creating an environment where every individual's unique perspectives are valued. We understand the importance of work-life balance and flexibility, and we are committed to empowering our employees to thrive both personally and professionally. The Bank is going through the most successful period in its history, and this success is a testament to the hard work, dedication, and expertise of our incredible team. Join us on this exciting venture, where you'll have the chance to make a significant impact while enjoying a supportive and rewarding work environment. Come and join us and be part of something extraordinary. We have a fantastic opportunity for a Customer Service Agent at our Birmingham Office. The primary purpose of the Level 1 Customer Service Advisor role is to provide exceptional customer service by handling inbound calls for Al Rayan Bank, contributing to a positive customer experience, and supporting the daily operations of the contact centre. This position plays a crucial role in ensuring prompt and efficient customer service delivery. Please note that this role is a contract and therefore will have and end date at the end of September 2025. Key Responsibilities Inbound Call Handling : Manage incoming calls from customers, addressing their inquiries, resolving issues, and providing relevant information in a courteous and professional manner. Customer Assistance: Assist customers with basic account-related tasks, such as balance inquiries, account updates, and transaction history requests. Issue Resolution: Effectively resolve common customer issues and escalate complex problems to senior team members when necessary. Quality Service: Maintain a high standard of service excellence, ensuring customer satisfaction with every interaction. Team Support: Collaborate with colleagues to share best practices, learn from experienced team members, and actively engage in knowledge-sharing sessions. Continuous Improvement: Contribute to the enhancement of contact centre processes, suggesting improvements to streamline operations and enhance the customer experience. Adherence to Guidelines: Follow established guidelines, policies, and procedures to ensure consistent and compliant customer service. Qualifications & Experience Customer Focus: A strong commitment to delivering exceptional customer service and a desire to help customers. Communication Skills: Effective verbal communication skills, with the ability to convey information clearly and concisely. Attention to Detail : A keen eye for detail to accurately record and process customer information. Team Player: Willingness to work collaboratively within a team-oriented environment. Adaptability: Ability to learn and adapt quickly to changing processes and technologies. Knowledge & Skills Communication: Good interpersonal and communication skills to interact positively with customers and team members. Problem Solving: Basic problem-solving skills to assist customers with common inquiries and issues. Basic Computer Skills: Familiarity with basic computer applications and the ability to navigate software systems. Time Management: Basic time management skills to handle incoming calls efficiently. Service Orientation: A strong commitment to providing a high level of service to customers. This role is ideal for individuals who are starting their career in customer service and want to develop their skills while contributing to the success of Al Rayan Bank's contact centre operations. Behavioural Competencies You will be required to demonstrate our 1Team values and associated behaviours which are outlined below: Trusted to do the right thing To act with total integrity. Put the customer first and stick to our promises. Empowered to own To embrace change, take responsibility and ask for help when needed. Able to deliver To draw on each other’s strengths and believe in ‘no blame’ and ‘no ego’s’. Show resilience. Motivated to succeed To be passionate about our work. Look for opportunities to learn and grow and celebrate each other’s success. Conduct We expect staff to follow the standards required by our regulators. At all times: Act with integrity Act with due skill, care and diligence Be open and co-operative with regulators Pay due regard to the interests of customers and colleagues and treat them fairly Observe proper standards of market conduct Act to deliver good outcomes for retail customers This is a fantastic opportunity to join our growing bank where we can offer exceptional opportunities for you to make your mark and progress your career in a diverse, ethical bank that you can actually believe in. Empowering your career, together we’ll deliver banking you can believe in.