Job Advertisement: Customer Service Agent

YOU MUST HAVE B2C (NON-BRANCH-BASED) BANKING EXPERIENCE TO BE ELIGIBLE TO APPLY FOR THIS ROLE.

Location: Birmingham
Job Type: Hybrid (Office/Home-based)
Contract: Perm
Start Date: ASAP

Are you a proactive and customer-focused individual with a passion for delivering exceptional service in the banking sector? Join our client, an innovative and rapidly growing financial organization, as a Customer Service Agent and play a key role in shaping the customer experience during an exciting period of growth.

Key Attributes for the Role

• Proven experience in a customer-facing banking role, with a focus on delivering exceptional service.
• A strong drive and initiative, with the ability to adapt and thrive in a dynamic environment.
• A customer-first mindset combined with technical knowledge to provide effective support.
• Demonstrated B2C banking experience, showing an understanding of individual customer needs.

About the Role As a Customer Service Agent, you will ensure customers receive top-tier service across various channels, contributing to the company's success as it prepares for its official launch.
Key Responsibilities:

• Customer Interaction: Handle inquiries via phone, email, social media, and in-app chat (post-launch).
• Complaint Management: Address and resolve customer complaints promptly and effectively.
• Vulnerable Customer Support: Provide tailored assistance to customers requiring extra care and understanding.
• Administrative Support: Maintain operational efficiency through general admin tasks.
• Issue Resolution: Troubleshoot and guide customers through technical issues with clear communication.
• Escalation: Refer complex issues to senior management when necessary.
• Performance Monitoring: Collaborate with the Head of Customer Services to meet quality and service targets.
• Risk Awareness: Identify and report risks, maintaining necessary controls.
• Continuous Improvement: Provide customer feedback to support ongoing service enhancements.

Key Knowledge and Skills

• Experience: Minimum of 2 years in customer service, ideally within financial services.
• Communication: Exceptional verbal and written communication skills, maintaining professionalism and empathy.
• Problem-Solving: Analytical skills to identify issues and implement practical solutions.
• Time Management: Ability to manage multiple tasks and prioritize effectively.
• Empathy: Genuine care in understanding and resolving customer concerns.
• Conflict Resolution: Adaptable and positive in handling a wide range of customer challenges.
• Teamwork: Collaborative mindset to contribute to a supportive and high-performing team environment.

Work Environment and Benefits

• Hybrid Schedule: Up to 3 days per week in the office.
• Working Hours: 9:00 AM – 5:30 PM, with flexibility where needed.
• Holidays: 25 days annual leave, your birthday off, and additional financial services benefits.

Why Join?

• Innovative Culture: Work with a forward-thinking organization that values employee contributions.
• Career Growth: Opportunities for professional development and advancement.
• Supportive Team: Collaborate in a positive and empowering environment.