Customer Service Advisor - Stoke-on-Trent, United Kingdom - Unitemps

Unitemps Stoke-on-Trent, United Kingdom

1 week ago

Permanent, Full time

Description

Role

This is an exciting opportunity to work with one of the world's largest and most respected financial institutions.

They offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions.

As a Customer Service Advisor, you will be the first point of contact for our customers. You will provide assistance and guidance to each customer, giving a personal touch ensuring they feel valued and respected. You'll have empathy, understanding and a passion for delivering excellent customer service.

Full training will be provided, and you will be placed within a supportive team who will guide you to ensure you have everything you need to succeed as a Customer Service Advisor.

You don't need banking experience just a can-do approach.

They offer a hybrid working experience that blends the positives of working alongside colleagues at their onsite locations, together with working from home.

They have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area.

Working days are Monday-Sunday working 35 hours per week. Your working hours will be rotating between 7am - 11pm.

Duties and responsibilities

Working as a team across multiple channels, personalising each interaction with a customer, and providing backing and outcomes to best suit the customers' needs
Fulfilling customer requests whilst demonstrating professionalism and empathy to ensure each customer is valued
Demonstrating understanding of our processes/policies to ensure that customers are confident in our colleagues, and knowing when to escalate where appropriate Educating each customer on a range of products and services as well as the different channels they can utilize to engage with us directly
Investigating emotive and complex customer and client queries, concerns, and complaints related to an extensive range of products
Engaging in a fast-paced environment, reviewing relevant information, and making decisions and actions
Taking inbound calls at times and listening to customers' specific circumstances while tailoring the relevant solutions to their needs

Skills and experience

Excellent communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach
A genuine passion for helping others with a customer centric mindset
The ability to educate our customers on a range of products and services
Proficiency in fraud investigation, processes and systems reviewing relevant information and making decisions and actions
Ability to work seamlessly as part of a team but also to their own initiative
Proven ability to use Microsoft Office to a high standard
Experience in Retail Banking is desired but not essential, they are looking for people that are passionate about customer service

Location
Stoke on Trent

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