Customer Service Representative

2 weeks ago

East Kilbride, United Kingdom Alba Full time

Job Title: Customer Service Representative

Overview:
Alba is a new bank for entrepreneurs. We're here to support the visionaries. The dedicated, diligent, and the driven.

We’re a team with the drive to do great things for SMEs - the backbone of the British economy. We’re building something to help SMEs grow and flourish

Do you share our passion? Are you looking for something new, something different? Are you looking to shake things up and join a great team? We’re currently recruiting for Customer Service Advisors to support our SME and Savings customers and would love to hear from you.

For our customers, you'll be more than just the friendly voice of Alba. You'll be a listener and problem solver. Whether you're helping someone with a simple servicing request, aiding them with information over the phone or protecting your customers against fraud and scams, you'll never know what the next challenge will be.

You'll be flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one element of your role. You'll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled, multi-product environment. And you'll be encouraged to share ideas on improving processes and customer experience. You're the eyes and ears of our business after all.

We'll help you to develop the skills needed to build strong customer relationships, take ownership, and deliver a great customer experience.

What you’ll do
- Acting as the first point of contact for customers over the phone
- Assisting with day-to-day servicing needs and queries for our Retail Savings and our Commercial Lending customers
- Being there to support our vulnerable customers and dealing with all enquiries with care
- Giving every customer the best possible experience when they call in
- Capturing accurate records of customer conversations
- Supporting our back-office processes with a quality first approach
- Following processes and guidelines that fall in line with the company and FCA regulations.
- Escalate customer issues when the need arises.
- Achieving personal and team targets
- Staying up to date regarding a company’s products, services and policies.

About you
- Passionate about delivering outstanding customer service
- Previous financial services background is preferable within a customer service/contact centre environment
- The ability to listen and communicate effectively with customers to truly understand their needs
- A high attention to detail
- Experience in supporting vulnerable customers
- An extra bonus if you have experience working with savings
- The ability to deal with a varying range of tasks
- Proven experience working as part of a team
- Excellent time management and organisational skill
- Efficient administrative skills
- Competent numeracy, literacy, and IT skills
- A proactive attitude, and enthusiastic

What you’ll get
- Up to £25,000 depending on experience
- 25 days annual leave + bank holidays
- Office based - East Kilbride with onsite parking
- Mon-Fri 9am to 5pm
- 6% Employer Pension contributions
- Life Assurance
- Private medical insurance
- Group Income Protection
- Critical illness cover

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

Pay: £23,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Private medical insurance

Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Financial services: 1 year (preferred)

Work Location: In person

Reference ID: ALBSC130624

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