Overview
Senior Customer Service Advisor - provide exceptional customer service to resolve complex customer needs/requests via chat, email and telephone while working within our Retail Banking Customer Care team.
Responsibilities
- Deliver customer service across multiple communication channels (chat, email, phone).
- Resolve complex, specific customer needs and provide personalized resolutions.
- Collaborate with bank teams to align and integrate customer care processes.
- Identify improvement areas and recommend changes in customer care processes.
- Develop and implement customer care procedures and controls to mitigate risks.
- Respond to inquiries around account balances, transactions and payments.
- Prepare reports and presentations on customer care performance for senior stakeholders.
- Monitor industry trends and implement best practices to improve efficiency.
Leadership (if applicable)
- Lead and supervise a team, coaching colleagues and allocating work.
- Demonstrate leadership behaviours: Listen, Energise, Align, Develop.
- Coordinate team resources and manage workloads.
Qualifications
- Background in customer service, retail, hospitality, or related field with experience handling complex queries.
- Strong communication skills and the ability to provide specialist advice.
- Demonstrated ability to manage risk and strengthen controls.
- Knowledge of banking products and services is an advantage.
Working Conditions
Full time role, 5 days per week, includes occasional weekends. Competitive salary of £27,700 plus a comprehensive core benefits package (pension plan, private medical insurance, life insurance, income protection).
