We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products. The role involves direct liaison with customers via telephone and written correspondence, ensuring accuracy at all times and adherence to laid down processes and procedures.
1. Dealing with account enquiries via the telephone and providing information in response to queries.
2. Administering customer accounts throughout their lifecycle.
3. Handling customer queries via email, secure message, text, and chat.
4. Processing all changes to customer static data.
5. Communicating and escalating potential issues/risks promptly and effectively.
6. Adhering to internal targets to enable quick, efficient, and error-free customer service.
7. Identifying areas for improvement in the customer journey.
8. Staying updated with Shawbrook products, rates, and T&Cs for personal and business accounts.
9. Representing the Shawbrook brand professionally and confidentially.
10. Building strong relationships with customers and colleagues within the operation.
The Person
* Excellent written communication skills.
* Experience in Customer Service is essential.
* Strong experience within banking or financial services.
* Sound analytical and problem-solving skills.
* Ability to learn new skills as the business grows to meet service standards.
* Computer literacy, particularly with MS Office (Excel, Word).
* Ability to work as part of a team.
* Excellent planning and organizational skills.
* Ability to establish effective working relationships at all levels.
* Customer-focused approach.
The Opportunity
Shawbrook provides finance to a wide range of customer segments that value a premium experience, flexibility, and delivery. We are a purpose-led organization focused on delivering long-term sustainable value for all stakeholders.
Our diversified offering includes tailored lending propositions across SME, Real Estate, and Personal markets, ranging from complex structured credit facilities to mortgages and simple digital loans. We attract customer deposits by delivering a premium experience, choice, and value to savers.
Our business model combines deep human expertise with advanced digital, tech, and data capabilities, allowing us to deliver excellent customer experiences efficiently and at scale. We foster an innovative and agile culture, which results in high employee engagement and makes Shawbrook an attractive place to work. If you’re ready to contribute ideas and believe anything is possible, you’re our kind of person.
Work with us because you:
* Want to be part of a bank built for the modern world.
* Enjoy a fast-paced, innovative, and hardworking culture.
* Like solving complexity and making things happen.
* Value diversity and inclusion.
* Care about society and the environment.
* Want to grow professionally and realize your potential.
Reward
Your wellbeing and lifestyle are important. We offer benefits such as:
* Family-friendly policies from Day 1.
* Free access to Headspace and Peppy apps.
* Employee Assistance Programme.
* Cycle to work scheme and gym discounts.
* Contributory pension scheme and death in service.
We support work-life balance with benefits like holiday schemes, discounts, community support, and recognition programs.
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