Overview
Senior Customer Service Advisor – provide exceptional customer service to resolve complex customer needs/requests via chat, email and telephone while working within our Retail Banking Customer Care team.
Responsibilities
* Deliver customer service across multiple communication channels (chat, email, phone).
* Resolve complex, specific customer needs and provide personalized resolutions.
* Collaborate with bank teams to align and integrate customer care processes.
* Identify improvement areas and recommend changes in customer care processes.
* Develop and implement customer care procedures and controls to mitigate risks.
* Respond to inquiries around account balances, transactions and payments.
* Prepare reports and presentations on customer care performance for senior stakeholders.
* Monitor industry trends and implement best practices to improve efficiency.
Leadership (if applicable)
* Lead and supervise a team, coaching colleagues and allocating work.
* Demonstrate leadership behaviours: Listen, Energise, Align, Develop.
* Coordinate team resources and manage workloads.
Qualifications
* Background in customer service, retail, hospitality, or related field with experience handling complex queries.
* Strong communication skills and the ability to provide specialist advice.
* Demonstrated ability to manage risk and strengthen controls.
* Knowledge of banking products and services is an advantage.
Working Conditions
Full‑time role, 5 days per week, includes occasional weekends. Competitive salary of £27,700 plus a comprehensive core benefits package (pension plan, private medical insurance, life insurance, income protection).
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