Customer Service

5 days ago

Solihull, United Kingdom RecFlex Full time

**Job Title: Customer Support Officer**

**Salary: £24,000 to £25,500**

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

**Description**:
**Working as a **Customer Support Officer **for a well-established financial services business with Platinum Investors in People accreditation,** you would be part of a values driven, award-winning business passionate about creating a flexible and inclusive environment.

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.

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

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Work from home

Supplemental pay types:

- Bonus scheme

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Solihull (required)

Ability to Relocate:

- Solihull: Relocate before starting work (required)

Work Location: In person

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