The Vacancy
Working at the Cumberland, you become part of something special. We're a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.
Our goal is to be a company where every employee feels valued, visible, and heard. To be inclusive and diverse, allowing our workforce to thrive. We aim to spark creativity by encouraging colleagues to have a voice and by not only listening to that voice but really hearing what they have to say.
We call this 'belonging' and it's our vision of a workplace where our people can be their authentic selves. Where family-friendly and flexible working practices are adopted and encouraged.
We're looking for a Customer Care Specialist to join our Customer Care team and deliver a standout service to our customers who contact us by telephone or online.
Our Promise to You:
We'll promote a healthy work-life balance to support your wellbeing and personal life. With a range of working hours and shift patterns available, we have something to suit everyone
You'll work shifts within our Customer Care operating hours of 8am to 7pm on weekdays and 8.30am to 4pm on Saturdays.
We have permanent opportunities available.
You'll be supported by a people leader who makes regular time for your personal development journey, to support your long-term your career with us.
The Benefits
* Salary - starting on £25,500 following training you'll move to £27,293 p.a. FTE.
* Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
* Learning and Development opportunities - We want you to grow in your role. We'll work together to support your personal and professional development.
* Work-Life Balance – we will work around you wherever possible to support your family and personal commitments.
* Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme and daily mental well-being breaks on top of your standard lunch break (varies based on contracted hours).
* Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.
The Role
We believe in putting the customer at the heart of everything we do, we're looking for people to join our team to help deliver a banking experience you wouldn't receive anywhere else.
We need a brilliant communicator, someone who's resilient and adaptable to meet the needs of our customers.
Some of the responsibilities you'll have include:
* Providing exceptional service to those who contact us via phone or digital channels aiming to resolve their query at first point of contact.
* Identifying other ways we can help, through the products and services that we offer.
* Working safely and within policies to protect and safeguard customer confidentiality.
* Owning and resolving complaints to turn these around efficiently and effectively.
You'll help us drive continuous improvement in the business by sharing feedback and best practice across teams, helping to resolve issues and improving our customer experience. You will do all of this, whilst working towards some key targets, so it's important you're motivated and forward thinking.
About You
We're looking for someone with strong communication skills, who is resilient, adaptable and committed to meeting the needs of our customers, on even the busiest of days.
As part of a team, you'll be committed to making an impact towards our ambitions as a company, understanding that your actions today have an impact tomorrow.
Key skills we're looking for include:
* Customer Service Experience (either telephone based or in person)
* Strong verbal and written communications skills
* Resilience and commitment to providing an excellent customer experience
* Working as part of a team
* Motivated and forward-thinking.
The Company
We're here to create a banking experience that's kinder to people and planet.
Unlike banks, we don't have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.
The Benefits
Competitive Salary
We will offer you a competitive basic salary for your role, which is reviewed every year.
Learning & Development
We want you to grow in your role. We'll work together to support your personal and professional development.
Holidays
Flexibility to buy and sell up to two holiday days per year, plus extra holiday after 5 years.
Family Friendly
We pay competitive maternity, paternity and adoption leave.
Flexible Working
We can provide the tools and equipment you need to be able to work flexibly or from home when you need to, depending on your role.
Pension Scheme
If you're eligible, we'll enroll you into our competitive company pension scheme.
Health & Wellbeing
We have a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.
Community Day
We offer our people an extra paid day off every year to help out local charities and community organisations.
Social
We hold regular social events, from annual staples like our Christmas party and quiz, to smaller get-togethers such as walks and shopping trips.