Specialist Customer Care

• Provision of customer service through various communication channels including chat, email and phone
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
• Collaboration with teams across the bank to align and integrate customer care processes
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

• Previous experience of working in a telephony-based customer service role - demonstrating adaptability and resilience
• Customer-Centric Approach – ability to understand and respond to business banking customers' needs with professionalism and efficiency
• Problem-Solving Skills – capable of handling complex queries and providing effective solutions with confidence
• Thrives in a Fast-Paced Environment – comfortable working under pressure while maintaining accuracy and attention to detail
• Ownership & Accountability – takes responsibility for tasks, follows through on commitments, and ensures excellent service delivery

Experience in Financial Services

• Hybrid working
• Structured approach to hybrid working with fixed 'anchor' days
• Supportive and inclusive culture and environment
• Commitment to flexible working arrangements
• Opportunity to embrace mobility and explore operations
• Chance to learn from a globally diverse mix of colleagues