Customer Service Advisor

1 month ago

Milton Keynes, United Kingdom Allica Bank Full time

**About Allica Bank**

Recently named by The Times newspaper as one of the UK’s Top 20 financial technology (fintech) companies, Allica is a new bank for established small & medium sized enterprise (SME) customers.

**Purpose of Role**

You will be responsible for 1st line customer service support for the Bank’s Retail and SME customers via Chat (Online) and Telephony, together with Back Office activities to support the smooth running of the function. You will be the focal point for customers - delivering exceptional service whilst living our values and speaking a language our customers will understand and understanding the business and banking challenges our customers face.

**What You'll Do**
- To field inbound communications from customers.
- Action requests and resolve issues.
- You’ll be responsible for case management, and this may include outbound customer communications.
- Some of the key exceptions you’ll be dealing with will include KYC, complaints, vulnerable customers, deceased/power of attorney cases and SME customers who might have complex needs.
- To proactively identify areas for process improvement and to seek new and innovative ways to better serve the customer.
- To live and breathe the Bank’s values, representing the Bank to customers and speaking to customers in a way that resonates.
- To support other teams where customer communication or engagement is required.

**What You'll Bring**
- Strong customer service experience, having worked in customer facing and or telephone service roles.
- Experience in dealing with and in taking ownership of customer concerns through to resolution.
- Experience of core processes (e.g. account opening, servicing and closing, KYC case referrals, general enquiry management)
- Excellent oral and written skills.
- Enthusiastic and articulate, whilst being motivated by a need to help people.
- Deliver outstanding customer service as measured through customer satisfaction KPIs.
- Drive customer service innovation and continuous improvement of process to deliver better customer outcomes.
- Adhere to quality control requirements and ensure compliance with policy.

**Working at Allica Bank**

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- 25 days holiday - with the option to Buy/Sell
- Pension contributions
- Discretionary bonus scheme
- Private health cover (with the option to add family members)
- Life assurance
- Income Protection
- Family friendly policies including enhanced Maternity & Paternity leave
- Season ticket loans

**Don’t tick every box?**

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we
- d still love to hear from you

**Diversity**

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.

**Salary**: £18,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- Private medical insurance
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Milton Keynes, MK9 1FH: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Please state numerically your base salary expectations?

**Experience**:

- Customer service: 2 years (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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