We have a current opportunity for a Customer Support Assistant (12 MONTH FIXEDTERM CONTRACT). The position will be based in Milton Keynes. HYBRID WORKING (2 DAYS IN THE OFFICE, 3 DAYS WORK-FROM-HOME) ROLE PURPOSE WITHIN THE BANK: The purpose of this role is to be responsible for the entire customer journey for all post completion customers. This includes supporting our customers during their on-boarding, managing day to day enquiries, dealing with specific requests for support. It includes supporting some of our key business processes including product transfers, redemptions and additional lump sum payments. Upholding excellent quality standards and providing customer centric support ROLE DUTIES * To be a brand ambassador with a strong customer focus in all interactions with our customers. * To provide excellent levels of customer service, delight our customers, and leave a lasting impression and provide positive customer outcomes. * Identify, support and manage vulnerable customers by tailoring the support provided, in a communication style that is appropriate to that individual customer. * Identify and support any customer complaints with a strong emphasis on first point resolution. * To provide support to all our customers, across all our products, through various communication channels including telephony and email. As our service offering expands, this may also include webchat, and other social media platforms. * To demonstrate strong customer focus and promote improvements in all customers facing processes. * To manage key regulatory business processes, including product switches, redemptions and additional acquisition payments * To produce calculations for customers for several key processes * To act as first point of contact for any property related or legal queries and liaise with our internal and external legal teams. * To meet all company service levels, both departmental and contractual * Develop and maintain a strong working knowledge of all policies and procedures, to ensure we're providing correct and timely updates to our customers. * Account ownership of customer conversations through our communication platform, being the first point of contact for that customer and supporting first point resolution * To ensure all regulatory correspondence is sent in a timely manner in line with service levels. * Handle incoming payments, allocating to the correct account and perform internal reconciliations to ensure all payments including Direct Debits have been processed accurately. * Manage communications between the bank, the customer and third parties companies for payment. * Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.