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Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and value. We are a purpose-led organisation focused on delivering long-term sustainable value for all stakeholders.
We offer a diversified lending proposition tailored to meet customer needs in markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel lending through customer deposits, attracting them by delivering a premium experience, choice and value to smart savers.
Our business model combines deep human expertise with advanced digital, tech and data capabilities to deliver excellent customer experiences at scale. We pride ourselves on an innovative and agile culture, driving high employee engagement scores and making Shawbrook an attractive destination for talent. If you are willing to roll up your sleeves, contribute ideas and believe anything is possible, you’re our kind of person.
The Role & Responsibilities
* We are currently looking for a Customer Service Representative to work as part of a team to ensure timely and accurate administration of the Bank’s savings products, direct liaison with the customer via telephone and written correspondence, ensuring accuracy and adherence to processes and procedures.
* Dealing with account enquiries via telephone and providing information in response to queries
* Administering customer accounts during the lifecycle of their savings account
* Handling customer queries via email, secure message, text and chat
* Processing changes to customer static data
* Communicating and escalating potential issues/risks promptly and effectively
* Adhering to internal targets to service the customer quickly, efficiently and accurately
* Identifying areas of improvement in relation to the customer journey
* Keeping up to date with Shawbrook products, rates and T&Cs (personal and business)
* Representing the Shawbrook brand in a professional and confidential manner
* Building strong relationships with customers and colleagues within the operation
The Person
* Experience within Customer Service 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 literate (good knowledge of MS Office suite – Excel, Word)
* Ability to work as part of a team
* Excellent planning and organisational skills
* Establishes effective working relationships at all levels
* Customer-focused approach
Reward
Your Wellbeing - We take health and well-being seriously by providing a range of benefits to support you and your family. These include:
* Market-leading family-friendly policies (Maternity, Adoption and Paternity) from Day 1
* Free access to Headspace mindfulness and meditation app
* Free access to Peppy digital health app for fertility, parenting and menopause support
* EAP (Employee Assistance Programme) for financial concerns, mental wellbeing, and general queries
* Cycle to work scheme
* Discounts on gym memberships
Your Lifestyle - We support work-life balance with benefits for both work and leisure time.
* Minimum starting salary of £25,000
* Minimum of 27 days holiday per year
* Option to buy or sell holiday days via flexi-holiday scheme
* Discounts on gym memberships nationwide
* Discounts on a range of high street and online brands
* Community support and charitable giving
Your Contribution - We reward those who go the extra mile in helping us achieve our goals.
* Participation in our annual discretionary bonus scheme
* Proud Shawbrook recognition scheme to acknowledge outstanding colleagues
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Finance and Customer Service
* Industries: Banking and Financial Services
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Glasgow, Scotland, United Kingdom
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