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Customer Service Advisor - Manchester, United Kingdom - The Co-operative Bank

The Co-operative Bank

Verified Company

Manchester, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Advisor - Financial Support Department

Start date: 17th July 2023

Manchester City Centre - Hybrid working available after training

Salary:
£21,000 - £26,000 depending on contracted hours plus 27 days holiday rising to 30 days plus bank holidays and an excellent range of benefits

35, 37.5 and 40- hour contracts available,
Monday-Friday working rotational shift patterns between 8am-6pm plus 2 in 4 Saturdays

You will receive enhanced pay (up to £823 per year) for working on a weekend

A career that makes a difference

Who we are:

Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we've been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about.

We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.

We are the bank for people with purpose.

From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business.

Ethical then, ethical now, ethical always.

The role:

If you are an experienced Customer Service Advisor ready to take your career to the next level, take on new challenges, be part of a team where you can develop your skills and make a real difference to customer's lives and you also have the emotional resilience to be able to deal with challenging conversations, this could be a great opportunity for you.

You will play an incredibly important role in supporting our customers facing challenging financial situations.

You will listen to, empathise and empower our customers by providing tailored solutions or by signposting them to external support.

This is an extremely rewarding position where you will be able to assist customers with simple queries or be required to handle more complex situations, to help find a more suitable solution to support their difficulties.

You will be supporting customers who are currently in financial difficulty, speaking to customers who are expecting to struggle in the future or helping customers who are struggling financially and are particularly vulnerable.

Full training will be provided and you will gain the opportunity to join a friendly and supportive team with a dedicated Team Leader on hand.

Experience in a similar role dealing with vulnerable customers/financial difficulties would be advantageous.

Key accountabilities:

Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances
Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered, to ensure the most appropriate outcome for the customer.
Handling each call in a professional manner and having the ability to show empathy and sympathy as required
Identifying and supporting our vulnerable customers and providing an empathetic approach to their sensitive and unique situations. Working with them to reach a mutually acceptable solution utilising appropriate guidance provided
Negotiating affordable repayment plans
Using negotiation and persuasion skills to gain customer commitment
Ensuring that all interactions with customers are recorded and updated accordingly on the relevant system, adhering to all relevant processes and procedures, to enable accurate and factual data and to make sure our customer's information is protected at all times.
Delivering exceptional customer service through every customer interaction utilising specialist knowledge, skills and experience to deliver industry leading customer outcomes (full training provided)
Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
Complying with regulatory and company policies at all times

Knowledge, skills and experience required:

A resilient and unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature.
Ability to communicate information clearly, concisely and accurately, typically verbally, but also written
Positive and enthusiastic approach
Strong interpersonal skills and an excellent telephone manner
Good problem solving and analytical skills
Empathetic nature

What you can expect from us: