Description
Customer Service Advisor
Location: London / Hybrid Working
(Expectation that you will attend an office 2 days per week)
Contract: Permanent
Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)
Salary: £27,000
THE ROLE
You will work within the Customer Experience Team at Start Up Loans (SUL), a subsidiary of the British Business Bank, reporting to the Customer Service Manager. You’ll be in a role where you will support applicants and Business Support Partners throughout their journey with SUL.
Your role is to deliver a positive and consistent customer experience across a multi-channel contact centre. You will respond to enquiries professionally and promptly via telephone, email, webchat and administrative tasks, working collaboratively with colleagues to meet service level agreements and personal performance targets. You will be comfortable carrying out routine and repetitive customer interactions while maintaining focus, accuracy and quality.
You will put the customer at the heart of everything you do, acting in line with Consumer Duty principles and supporting high levels of customer satisfaction. You will identify and resolve customer issues, including stage one complaints, by establishing root causes, working towards appropriate solutions and following up to ensure resolution. You will also share feedback with the Customer Experience leadership team to help improve the customer journey and support continuous improvement.
You will follow all internal and external risk, control and compliance requirements, including complaint handling guidance, and maintain a reliable quality record. You will support customer insight activity by promoting surveys and contributing to expected customer satisfaction outcomes.
You will have a professional telephone manner and clear communication skills, both verbal and written. You will be able to build rapport quickly, gather relevant information efficiently and understand customer needs. You will be customer focused, able to work independently as well as part of a team, and capable of managing your time effectively while prioritising tasks in line with business needs. You will demonstrate attention to detail, sound judgement and a practical, solution-focused approach when resolving customer queries.
You will have the company values at the forefront of your mind every day when interacting with customers and colleagues by demonstrating that you are creative, collaborative, catalytic and courageous.
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Key Benefits
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* 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
* 15% employer pension contribution
* Flexible working
* Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
* Paid voluntary days, maternity, paternity, adoption, and shared parental leave
* Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more
The British Business Bank is an established and influential institution with a key mission of driving sustainable growth and prosperity throughout the United Kingdom. It plays a vital role in supporting access to finance for smaller businesses, facilitating their development and contributing to the transition towards a net zero economy.
Since its inception in 2014, the British Business Bank has functioned as a government-owned economic development bank, operating independently to fulfil its objectives. It collaborates with over 200 delivery partners, including high street, digital, specialist, and challenger banks, venture capital and private debt funds, as well as fintech platforms, to implement its programs effectively.
With offices in Sheffield and London, the British Business Bank currently employs approximately 550 individuals.
As an organisation that values flexibility, wellbeing and collaboration, the British Business Bank introduced a hybrid-working model in 2020. Our colleagues typically spend an average of 2 days per week working in our offices, striking a balance between the advantages of remote work and the benefits of in-person collaboration. The successful candidate for this role should be able to commute to our office (unless specified).
At the British Business Bank, we aim to represent the communities we serve, firmly believing that different perspectives make us stronger. We strongly encourage applications from individuals with varied experiences and backgrounds.
As a Disability Confident employer, we commit ourselves to having an inclusive, equitable and accessible recruitment process supporting applicants and employees, making reasonable adjustments whenever it is feasible.