Externally, this job could also be known as: Customer Service Advisor, Contact Centre Agent, Customer Service Executive, Customer Service Assistant, Inbound Call Handler Your responsibilities will include: Handling customer questions and queries via inbound and at times, outbound telephone calls. Providing excellent customer service whilst ensuring all calls are handled in compliance with our internal processes and regulatory requirements. Promoting our Digital Servicing options (Mobile app, Digital Messaging) to customers, helping them to understand the benefits and overcome any objections so that they feel secure and confident online. Taking ownership for customer complaints, resolving as many as possible at the first point of contact and escalating others. Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly. Making sure that all details are accurately keyed into our systems. Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management, Identifying opportunities for process and service improvements and discussing these with your manager. We will provide you with excellent training to give you every chance of being successful. Skills and Experience Essential Listening and written communication Having empathy with people in difficult situations Working in a lively, fast-paced team set up Having an eye for the little details and inputting them into our systems accurately Identifying problems and finding solutions Maintaining a positive attitude and a great speaking manner Being calm under pressure Desirable GCSEs (or equivalent) at Grades A to C, including English and Maths Experience in a customer-focused job and in using laptops or desktop PCs and applications. General awareness of good mobile App and website use and elements of user security Externally, this job could also be known as: Customer Service Advisor, Contact Centre Agent, Customer Service Executive, Customer Service Assistant, Inbound Call Handler LI-Hybrid We work with Textio to make our job design and hiring inclusive. Permanent