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* Handling customer questions and queries via inbound and at times, outbound telephone calls.
* Providing excellent customer service whilst ensuring all calls are handled in compliance with our internal processes and regulatory requirements.
* Promoting our Digital Servicing options (Mobile app, Digital Messaging) to customers, helping them to understand the benefits and overcome any objections so that they feel secure and confident online.
* Taking ownership for customer complaints, resolving as many as possible at the first point of contact and escalating others.
* Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
* Making sure that all details are accurately keyed into our systems.
* Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management,
* Identifying opportunities for process and service improvements and discussing these with your manager.
* We will provide you with excellent training to give you every chance of being successful.
Essential
* Listening and written communication
* Having empathy with people in difficult situations
* Working in a lively, fast-paced team set up
* Having an eye for the little details and inputting them into our systems accurately
* Identifying problems and finding solutions
* Maintaining a positive attitude and a great speaking manner
* GCSEs (or equivalent) at Grades A to C, including English and Maths
* Experience in a customer-focused job and in using laptops or desktop PCs and applications.
* General awareness of good mobile App and website use and elements of user security
Your Responsibilities Will Include
* Handling customer questions and queries via inbound and at times, outbound telephone calls.
* Providing excellent customer service whilst ensuring all calls are handled in compliance with our internal processes and regulatory requirements.
* Promoting our Digital Servicing options (Mobile app, Digital Messaging) to customers, helping them to understand the benefits and overcome any objections so that they feel secure and confident online.
* Taking ownership for customer complaints, resolving as many as possible at the first point of contact and escalating others.
* Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
* Making sure that all details are accurately keyed into our systems.
* Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management,
* Identifying opportunities for process and service improvements and discussing these with your manager.
* We will provide you with excellent training to give you every chance of being successful.
Essential
Skills and Experience
* Listening and written communication
* Having empathy with people in difficult situations
* Working in a lively, fast-paced team set up
* Having an eye for the little details and inputting them into our systems accurately
* Identifying problems and finding solutions
* Maintaining a positive attitude and a great speaking manner
* Being calm under pressure
Desirable
* GCSEs (or equivalent) at Grades A to C, including English and Maths
* Experience in a customer-focused job and in using laptops or desktop PCs and applications.
* General awareness of good mobile App and website use and elements of user security
We work with Textio to make our job design and hiring inclusive.
Permanent
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Marketing, Public Relations, and Writing/Editing
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