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Join to apply for the Customer Service Advisor role at Mettle
3 days ago Be among the first 25 applicants
Join to apply for the Customer Service Advisor role at Mettle
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have options that help our people thrive.
This role is based in the United Kingdom, and all work must be carried out in the UK.
Job Description
Join us as a Customer Service & Operations Analyst at Mettle.
* This role offers the opportunity to positively impact customers and colleagues by delivering successful customer and business outcomes.
* You’ll participate in initiatives to improve customer service, processes, and procedures.
* You’ll develop your analytical skills and be well-positioned to advance your career in this fast-paced environment.
What You'll Do
In this key role, you’ll support customers and colleagues in our contact centres. You’ll respond to and investigate queries at first contact, support on business processes, policies, and procedures, and understand customer and business needs to suggest improvements and increase efficiency. This includes handling initial customer interactions for new clients and supporting queries related to our savings and lending products.
You’ll also:
* Identify barriers to performance and coordinate improvements to enhance efficiency.
* Work closely with operational centres, providing coaching and support to increase efficiency and knowledge.
* Maintain accurate records of operations, log incidents, and identify trends.
* Review manual or ineffective processes for automation or enhancement.
* Focus on improving customer service and experiences.
The Skills You'll Need
To succeed, you should have experience in frontline customer service within financial services, excellent planning and organizational skills, and attention to detail. You’ll use AI tools and automation to support customers efficiently and deliver a market-leading customer experience. You should perform well under pressure, managing multiple tasks with high accuracy.
Additionally, you will need:
* Experience analyzing and using performance data.
* The ability to communicate information clearly and simply.
* An understanding of contact centre operations and performance metrics.
* Proficiency in Microsoft Office, including PowerPoint, Excel, and Word.
* Experience handling lending-related queries is beneficial but not essential.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Banking
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