Job Opportunity: Customer Service Advisor

Are you seeking an exciting role in the financial services industry? We're looking for a dedicated Customer Service Advisor to join our dynamic team. This is a permanent position offering up to GBP25,000 per annum, with the flexibility of a hybrid work arrangement after six months.

Purpose of Role:

Provide 1st line customer support for Retail and SME customers via Chat (Online) and Telephony.Handle Back Office activities to ensure smooth functioning.Serve as a central point for customers, offering exceptional service and understanding their banking challenges. Principal Accountabilities:

Manage inbound communications (voice, chat, social media) to address customer requests, resolve issues, and manage complaints.Handle case management, including outbound communications, payments, and letter writing.Address key exceptions such as KYC, complaints, vulnerable customer situations, and complex SME customer needs.Identify process improvement opportunities and innovate to enhance customer service.Embody and promote company values in all customer interactions.Support other teams in customer communication and engagement. Experience Required:

Proven customer service experience in face-to-face or telephonic roles.Familiarity with core banking systems and social media.Competence in handling complex complaints and customer concerns.Understanding of key processes like account opening/closing, payments, complaint handling, and KYC referrals.Experience with workflow/task management tools.Knowledge of financial services regulations.Excellent communication skills, both oral and written.Ability to handle stress and adapt quickly.Motivated by helping people, problem-solving, and creating positive outcomes.Adherence to ethical standards and conduct. Responsibilities:

Perform administrative tasks linked to customer interaction.Deliver top-notch customer service, measured by satisfaction KPIs.Manage and monitor service quality from providers.Drive service innovation and continuous process improvement.Act as a customer advocate within the company.Adhere to quality control and policy compliance. Employee Benefits:

Comprehensive onboarding and continuous development opportunities.Flexible working options.Regular social events.25 days holiday, with buy/sell options.Pension contributions and discretionary bonus scheme.Private health cover, life assurance, and income protection.Family-friendly policies, including enhanced maternity/paternity leave.Season ticket loans. Join us in this rewarding role where your efforts directly impact customer satisfaction and service excellence. Apply now to be a part of our supportive and innovative team!

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.