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Customer Relations Officer

4 weeks ago

Glasgow, United Kingdom Tesco Bank Full time

**General information**:

Job Title
Customer Relations Officer
Ref #
8168
Location
Glasgow
Department
Customer Outcomes Team
Business Area
Customer Outcomes
Working time
Full-Time
Date Published
26-04-2023

**Serving our customers, communities, and planet a little better every day.**:
**Customer Relations Officer**

As a Tesco Bank Customer Relations Officer, you’ll be at the forefront of our business and representing our brand. You will be providing support to our Banking and Insurance customers where a product or services has not met their expectations through established processes, ensuring the highest standards of customer service and optimum business outcomes. With every call we take, we have a fresh chance to turn everyday money matters into an exceptional experience and to elevate our brand in the marketplace.
- Our Customer Relations Department is open Monday to Friday between 8am and 6pm. The team rotate between 8am, 9am and 10am starts, with no weekend work required.
- Tesco Bank colleagues can be office-based or enjoy our blended working model which allows colleagues to spend most time working from home and come together in our physical office space for the moments that matter.
- Note, you will initially be required to undergo office-based working for onboarding and training purposes. You may request to move to hybrid working following the successful completion of training, induction, and competency in role.
- **The Role**You will be supporting our Banking and Insurance customers where the product or service purchased has not met their expectations
Handling complaint cases from end to end, ensuring a fair and timely outcome for the customer and support in retraining their loyalty to the bank

- Following procedures to ensure work is carried out to the required quality standards and adhere to external regulatory codes
Responding to customer queries and providing basic product and services information
You will be carrying out a range of customer service activities, including handing customer cases and enquiries that are more complex or outside the norm
- **What**
**you’ll**
**bring**
- We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us at Tesco Bank.
Previous complaints handling experience
Excellent written and verbal communication abilities, listening and empathy skills
Comfortable with technology and the ability to use Microsoft Office
The passion to deliver a truly excellent customer experience and find the best outcome for our customers
- **The Perks**:

- You'll be working hard to do your best by our customers, so we want to make sure we're doing our best by you.
Competitive salary starting from £22,250 plus annual bonus
Blended working model in which you can enjoy working from home for most of the time and coming together with colleagues in our offices for the moments that matter (to be discussed with your manager following successful completion of training, induction, and competency of role)
Colleague Clubcard which grants 10% discount in Tesco stores (rising to 15% every pay weekend) and 20% off F&F clothing
7.2 weeks holiday entitlement with the opportunity to purchase additional holidays
Generous pension scheme with contributions matched 1:1 up to 7.5%
Mental and physical wellbeing benefits including our cycle to work scheme, wellness and health resources including gym membership and access to our headspace app
Family friendly policies including enhanced maternity leave, shared parental leave policy and 4 weeks paid paternity leave
We recognise the need for flexibility for everyone, from parents and caregivers to students and everyone in between. We have several shift patterns available to support your work-life balance. Please discuss the detail of the working pattern options for this role with the hiring manager
-We value our people and diverse team and believe the variety of backgrounds and experiences make us stronger to achieve our goals. We encourage colleagues to be productive, focus on meaningful work, and look for ways to further develop themselves & career, and have an excellent work/life balance.

**Why Tesco Bank?**:

At Tesco Bank everyone is welcome, we value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger in achieving our goals. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.
We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.
All that hard work? Come and see it turned into something

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