Customer Experience Specialist

2 weeks ago

London, Greater London, United Kingdom LHV Bank Limited Full time
Job Overview

We are seeking a highly skilled Customer Support and Operations Specialist to join our team at LHV Bank Limited. As a key member of our retail banking operations, you will be responsible for providing exceptional customer service and support to our customers.

In this role, you will be the primary point of contact for customers, assisting with account inquiries, resolving technical issues, and guiding customers through our products and services. Your friendly and proactive approach will ensure that customers have a positive experience with our bank.

Key Responsibilities:
  • Provide exceptional customer service and support via live chat, email, phone, and social media.
  • Assist customers with current account, savings, payment, and debit card services.
  • Identify customers who may be vulnerable and provide additional support as needed.
  • Resolve customer complaints and concerns in a timely and professional manner.
  • Complete a range of operational tasks outside of direct customer support, utilizing cutting-edge technology and AI.
  • Proactively identify opportunities to improve customer experience and operational efficiency.
  • Contribute to team projects and operational initiatives aimed at enhancing our retail banking services.
Requirements:
  • Strong experience in customer service/support, ideally within the financial services industry.
  • Experience working with debit card services and related processes.
  • Familiarity with Salesforce or similar systems.
What We Offer:
  • Competitive salary and progression opportunities.
  • Open and inclusive company culture.
  • Hybrid working arrangement.
  • Fantastic offices and great working environment.
  • Vitality Health Plan, including private health insurance, travel insurance, and gym discounts.
  • Medicash health plan.
  • 5% employer pension contribution.
  • Life assurance.
  • Income protection insurance.
  • 28 days holiday plus 3 additional days, bank holidays, and further days for various key life events.
  • Team socials.

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