Purpose of the Role
Provide exceptional customer service while resolving complex customer needs and requests.
Accountabilities
* Deliver customer service via chat, email, and phone.
* Resolve complex, specific customer inquiries and provide unique, personalised resolutions.
* Collaborate with cross‑bank teams to align and integrate customer care processes.
* Identify areas for improvement, recommend process changes, and coach colleagues.
* Develop and implement procedures and controls to mitigate risks and maintain efficient operations.
* Handle specific customer inquiries related to product information, account balances, transactions, and payments.
* Prepare reports and presentations on customer care performance and communicate findings to senior stakeholders.
* Research industry trends and implement best practices to improve customer care efficiency and effectiveness.
Analyst Expectations
* Meet stakeholder and customer needs through specialist advice and support.
* Perform prescribed activities promptly and to a high standard, impacting the role and surrounding teams.
* Manage own workload, implement systems and processes, and participate in broader projects.
* Provide specialist advice and support within the own work area.
* Take ownership of risk management and strengthen controls related to your responsibilities.
* Ensure work complies with relevant rules, regulations, and codes of conduct.
* Build relationships with stakeholders and customers to identify and address their needs.
* If leading a team: guide professional development, allocate work, coordinate resources, and supervise team members.
Leadership Behaviours
* L – Listen and be authentic
* E – Energise and inspire
* A – Align across the enterprise
* D – Develop others
Key Skills & Qualifications
* Excellent customer service skills.
* Strong communication and relationship‑building abilities.
* Attention to detail and effective planning and organisation.
* Adaptability to change.
* Ability to manage multiple customer inquiries, tasks, and priorities.
* Previous knowledge or experience in financial services (beneficial).
Critical Success Skills
* Risk and controls management.
* Change and transformation management.
* Business acumen and strategic thinking.
* Digital and technology proficiency.
* Job‑specific technical skills.
Location
The role will be based in Knutsford.
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