Job Description
Purpose of the role: To provide exceptional customer service while resolving more complex customer needs/requests.
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, provide recommendations for change in customer care processes and give 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 banks products and services, including account balances, transactions, and payments.
- Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice and improve customer care efficiency and effectiveness.
Analyst Expectations
To meet the needs of stakeholders and customers through specialist advice and support.
Perform prescribed activities in a timely manner and to a high standard, impacting both the role itself and surrounding roles.
Manage own workload, take responsibility for the implementation of systems and processes within own work area, and participate in projects broader than the direct team.
Collaborate with and impact the work of closely related teams. Check the work of colleagues within the team to meet internal and stakeholder requirements.
Provide specialist advice and support relating to own work area. Take ownership for managing risk and strengthening controls in the areas of work you own or contribute to.
Deliver work in line with relevant rules, regulations, and codes of conduct. Maintain and continually build an understanding of how all teams in the area contribute to the objectives of the broader sub-function.
Leadership Behaviours (if applicable)
- Listen and be authentic.
- Energise and inspire.
- Align across the enterprise.
- Develop others.
Core Duties
- Build relationships with stakeholders and customers, identify their needs, and communicate sensitive or difficult information when necessary.
- Contribute to the development of internal procedures and controls.
- Use judgement based on practice and experience, assessing the validity and applicability of previous or similar experiences and evaluating options in circumstances not covered by procedures.
Benefits
Competitive salary of £27,700 per annum. Core benefits package includes a pension plan, private medical insurance, life insurance, and income protection.
Location and Working Hours
This role is located in Bishops Stortford. You will work five days per week, including some weekends.
About the Role
As a Senior Customer Service Advisor, you will be the friendly face for retail banking customers in branch or local hubs, offering expertise, guidance, and support with every interaction.
With full training and the support of our collaborative team, we will ensure you have everything you need to succeed and grow with us.
