Customer Support Officer

5 months ago


Solihull, United Kingdom Morgan Parkes Recruitment Ltd Full time

**Job Title: Customer Support Officer**

**Salary: £24,000 to £25,000**

**Location: Shirley/hybrid**

**Hours**: Monday - Sunday 37.5 hours per week between 08:00 - 22:00 (One hour Lunch). This will be worked on a rota basis.

**Description**:
Would you like to be part of a values driven, award-winning business committed to employees wellbeing and passionate about creating a flexible and inclusive environment?

**A well-established financial services business with Platinum Investors in People accreditation, are looking for a Customer Support Officer to join their busy team.**

Hybrid working is available for all employees and can be tailored to suit the individual.

This company is renowned for employee retention and the benefits package that all employees receive is extensive. It includes: generous holiday allowance, with a day off for your birthday, paid community volunteering, company-wide, profit-sharing bonus, pension plan - with employer contributions of up to 10% of your annual salary, life assurance and personal accident cover.

**Duties and responsibilities**
- Manage and provide support for customers for their digital savings account. This will include app management/support and transaction queries/monitoring for both front end and back-end functionality
- Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
- Escalate calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
- Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed
- Communicate and provide accurate information in a timely manner
- Identifying new ways to improve the customer experience
- Perform all tasks within the agreed Operational Service levels

**Experience Required**:

- Demonstrate excellent communication skills, ability to empathise and challenge processes and work approaches appropriately
- Ability to use own initiative and work as an effective team member
- Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
- Ability to recognize when to adapt communication style to suit the customer or colleague
- Problem analysis and problem solving with an attention to detail and accuracy
- IT aptitude and the ability to learn appropriate systems
- Adaptability and the ability to remain calm under pressure
- Ability to interpret/resolve and satisfy customer queries by using own initiative and tools supplied whilst working within mandate
- A passionate “can do” attitude

In return for your hard work, you will earn a starting salary of between £24,000 and £25,500 plus excellent benefits.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£25,500.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Monday to Friday
- Night shift
- Weekend availability

Work Location: In person

Reference ID: MPR001031



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