Senior Customer Service Advisor
Providing exceptional customer service while resolving more complex customer needs and requests across multiple communication channels, including chat, email and phone.
Accountabilities
* Provision of customer service through various communication channels including chat, email and phone.
* Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
* Collaboration with teams across the bank to align and integrate customer care processes.
* Identification of areas for improvement to provide recommendations for change in customer care processes, and provide feedback and coaching for colleagues on these highlighted areas.
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
* Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
* Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
* Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet the needs of stakeholders/customers through specialist advice and support.
* Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
* Responsibility for specific processes within a team.
* Possibly lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
* Demonstrate the four LEAD behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
* Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
* Check work of colleagues within team to meet internal and stakeholder requirements.
* Provide specialist advice and support pertaining to own work area.
* Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
* Deliver work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
* Maintain and build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
* Develop awareness of underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative and operational expertise.
* Make judgements based on practice and previous experience.
* Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
* Communicate sensitive or difficult information to customers in areas related to customer advice or day‑to‑day administrative requirements.
* Build relationships with stakeholders/customers to identify and address their needs.
Benefits
Competitive salary of £27,500, with a comprehensive core benefits package including pension plan, private medical insurance, life insurance and income protection.
Work schedule: 5 days per week, including some weekends.
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