Customer Service Specialist

4 weeks ago

Manchester, United Kingdom Raisin Full time
Customer Support Role Overview

We are seeking an experienced Customer Support professional to join our team at Raisin. As a Customer Service Specialist, you will be responsible for delivering exceptional customer experiences while fostering cross-functional collaboration among various stakeholders and departments.

This advanced role is designed for a forward-thinking, customer-first individual who possesses the ability to manage a diverse range of B2B and B2C communications, supporting our complaints team and ensuring smooth stakeholder management.

Key Responsibilities
  • Full Customer Service onboarding to build a strong understanding of Raisin's processes, rules, and regulations for handling basic tickets and calls.
  • Own B2B and B2C customer queries—primarily through written communications, with outbound calls as needed—ensuring prompt and professional responses.
  • Handle a wide range of inquiries including General and complex B2B & B2C Enquiries, Vulnerable Customers, Bereavement cases, Early Termination requests, Complaints, Goodwill (Accounting) file, Privacy and Data requests, and raising IT issues effectively.
  • Develop in-depth product and process knowledge, enabling you to expertly answer questions and resolve issues.
  • Understand how to prioritise based on urgency, task, SLA and sensitivity of a topic
  • Deliver exceptional customer experiences by offering a friendly, solution-driven response. This must include accurate information delivered within a specific SLA which ensures the customers feel supported and satisfied.
  • Ownership of customer issues from start to finish, ensuring all matters are resolved to the highest standard. This will include raising issues with relevant departments and/or stakeholders immediately, keeping the customer regularly informed, and seeing issues through to the end. Ensuring an acceptable resolution has been provided to the customer.
  • Attending and contributing to meetings, both internal and external
  • Maintain strict adherence to data control principles, ensuring customer information is handled securely and ethically.
  • Collaborate seamlessly with diverse teams, building strong relationships with colleagues to deliver the best service possible.
  • Supporting our 1st level agents to manage incoming mail at our Manchester office to contribute to smooth office operations.
  • Supporting Complaints team as a trained complaint handler during busy periods, assisting in resolving escalations efficiently.
  • Support inbound customer inquiries during bank holidays and peak times, maintaining service excellence even in high-demand periods.
  • Supporting our Solutions Management team, you will have the potential to support our 3rd level incident management team with technical issues and assisting in raising issues efficiently during busy periods.
Requirements
  • Professional Experience: Previous experience in advanced customer support is required. Experience in Fintech and / or specialist teams, such as complaints, bereavement, B2B, Vulnerable Customers and/or IT issues is a plus.
  • Communication Skills: Strong written and oral communication skills are essential. You can clearly convey information and updates to customers and stakeholders while ensuring a positive experience.
  • Attention to Detail: You possess a high level of attention to detail, managing multiple tasks and priorities simultaneously while maintaining a strong focus on SLA adherence and urgency.
  • IT Proficiency: You are comfortable with MS Office, Google Suite and spreadsheets/CSV files. You are open to learning new systems or familiar with Zendesk, CAP, Jira ticketing, Slack, Looker
  • Flexibility and Problem-Solving: You are adaptable, open to challenges, and have experience handling diverse cases, including privacy queries (DSAR/SAR), incident management, and technical issues. You're proactive in identifying when to escalate issues and confident in offering solutions.
  • Growth-Oriented: You have a desire to grow professionally, welcome constructive feedback, and actively engage in weekly 1:1s with your team lead to both give and receive feedback. You seek out ways to improve processes and contribute to the team's success.
  • Team Player: You thrive in a collaborative work environment, bringing a positive attitude and high energy. You are organized, able to provide updates through tools like Slack and during meetings, and enjoy working closely with colleagues to achieve goals. Participation in team events and workshops.
  • Ownership and Initiative: You take ownership of meeting SLAs, resolving customer queries from start to finish, and ensuring compliance with internal rules and regulations. You're skilled at managing tasks independently, ensuring customer satisfaction is maintained.
  • Language Proficiency: You speak and write English at a C2, ensuring professional, clear communication across all interactions.
About Raisin

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of the Raisin UK team, you benefit from:

  • Employee Development Budget of £1,700 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
  • We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
  • We offer 28 days + Bank Holidays of holiday a year.
  • One day birthday leave and gift voucher to celebrate your birthday.
  • We offer you a company stakeholder pension with a minimum employer contribution of 5%.
  • The opportunity to experience our annual retreats in exciting European cities and other team building events.

We are Raisin, a dynamic and fast-growing fintech company that is a trailblazer for open banking in the savings and investments space.

  • Customer Service Apprenticeship

    6 months ago

    Manchester, United Kingdom Customer Service Apprenticeship - CareerMakers Full time

    **Level 2 Customer Service Practitioner Apprenticeship** **CareerMakers Recruitment** (M4 1LE) are seeking a highly motivated and customer - focused **Customer Service Practitioner** to join their team as an apprentice. In this role, you will be responsible for providing exceptional service to our customers and ensuring their satisfaction with our products...

  • Results-Driven Light Commercial Vehicle Sales Specialist

    7 days ago

    Manchester, United Kingdom Customer Care Co Full time

    Job Title: Results-Driven Light Commercial Vehicle Sales SpecialistAbout the Role:We are seeking a highly motivated and results-driven individual to join our team as a Light Commercial Vehicle Sales Specialist. In this role, you will be responsible for identifying new business opportunities, building strong relationships with customers, and achieving sales...

  • Customer Service Specialist

    3 weeks ago

    Manchester, United Kingdom Pearson Full time

    About PearsonWe're a world-leading learning company that makes a difference in people's lives.Our Customer Service team in Manchester is made up of friendly, hardworking, and customer-focused colleagues who support schools and colleges in the UK and internationally.As a Customer Service Specialist Advisor, you'll be the first point of contact for our...

  • Customer Service Specialist

    6 months ago

    Manchester, United Kingdom LVMH Watch & Jewellery UK Full time

    **Customer Service Specialist (Full Time, Monday to Friday, Office Based)** Job Profile: Customer Service Brand Specialist (Bvlgari & Dior) Department: Customer Service Location: Manchester Reporting to: Customer Service Manager **Mission**: - To offer a customer focused, luxury, innovative service to our Bvlgari & Dior consumers - Build strong...

  • Customer Service Specialist

    5 days ago

    Manchester, United Kingdom HH Global Full time

    About the RoleWe are seeking a highly skilled Customer Service Specialist to join our team at HH Global in Manchester, UK.This is a permanent full-time position with a competitive salary of £40,000 - £55,000 per annum, depending on experience.Job DescriptionThe Customer Service Specialist will be responsible for delivering exceptional client service...

  • Customer Service Operations Specialist

    1 day ago

    Manchester, United Kingdom Pick for Britain Full time

    Job Title: Customer Service Operations SpecialistEstimated Salary: £30,000 - £35,000 per annumAbout the Role:We are seeking a highly skilled and customer-focused Customer Service Operations Specialist to join our Remediation team at Pick for Britain. As a key member of our team, you will be responsible for delivering exceptional customer service,...

  • Customer Service Resolution Specialist

    4 weeks ago

    Manchester, United Kingdom The Portfolio Group Full time

    Customer Service Resolution SpecialistAt The Portfolio Group, we're seeking a skilled Customer Service Resolution Specialist to join our team in Manchester. As a key member of our customer service team, you will be responsible for managing service issues across the business, ensuring the highest level of service for our clients.Key Responsibilities:Manage...

  • Customer Service Specialist

    6 months ago

    Manchester, United Kingdom WEX Inc. Full time

    CUSTOMER SERVICE SPECIALIST / MANCHESETER CITY CENTRE / HYBRID/ PERMANENT/ £22,308 PLUS BENEFITS About the Team / Role WEX Europe Services Ltd are the owner of the Esso Fuel card portfolio, with office across Europe and the US. We are a rapidly expanding business and pride ourselves on our vibrant working environment and desire to help employees realise...

  • Customer Service Specialist

    6 months ago

    Manchester, United Kingdom WEX Inc. Full time

    CUSTOMER SERVICE SPECIALIST / MANCHESETER CITY CENTRE / HYBRID/ PERMANENT/ £21,000-£22,308 PLUS BENEFITS About the Team / Role WEX Europe Services Ltd are the owner of the Esso Fuel card portfolio, with office across Europe and the US. We are a rapidly expanding business and pride ourselves on our vibrant working environment and desire to help employees...

  • Customer Service Specialist

    6 months ago

    Manchester, United Kingdom SSC Watch & Jewelry Full time

    **Position**: **Customer Service Specialist (Bvlgari & Dior Watches)** **Office based in Walkden, Manchester** **Reporting to Customer Service Manager UK** **Role mission**: - To offer a customer focused, luxury, innovative service to our Bvlgari & Dior consumers - Build strong communication channels with end clients and trade partners - Register...

  • Customer Service Specialist

    3 weeks ago

    Manchester, United Kingdom Debro Group Ltd. ta ABL Recruitment Full time

    Job Title Customer Service Specialist Job type: Temporary job Estimated duration: 3 months Location: Remote working, based in UK Pay Rate: £13.50 per hourJob Summary: My client is looking for someone who will be mainly responsible for the accurate process of customer quotation and order requests. You will have to own the customer's needs by proactively...

  • Customer Service Specialist with Hungarian

    6 months ago

    Manchester, United Kingdom SPX FLOW Full time

    **Customer Service Specialist with Hungarian** **Location**:In **Manchester Area **_with hybrid work mode (once per week at office) _or anywhere in **UK **_with fully remote work mode._ If you're passionate about providing exceptional customer experiences and want to be part of a global leader in industrial process equipment, we have an exciting...

  • Customer Service Specialist

    1 month ago

    Manchester, United Kingdom Raisin Full time

    **Job Summary**We are seeking a highly skilled Customer Service Specialist to join our team at Raisin. As a key member of our customer support team, you will be responsible for providing exceptional customer experiences through prompt and professional responses to customer inquiries.Key Responsibilities:Provide full customer service onboarding to build a...

  • Customer Service Specialist

    1 month ago

    Manchester, United Kingdom Raisin GmbH Full time

    About the RoleWe are seeking a highly skilled Customer Service Specialist to join our team at Raisin GmbH. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences through prompt and professional responses to customer inquiries.Key ResponsibilitiesProvide full customer service onboarding to build a...

  • Customer Service Specialist

    6 months ago

    Manchester, United Kingdom WEX Europe Ltd Full time

    **CUSTOMER SERVICE SPECIALIST / MANCHESETER CITY CENTRE / HYBRID/ PERMANENT/ £22,308 PLUS BENEFITS** **About the Team / Role** WEX Europe Services Ltd are the owner of the Esso Fuel card portfolio, with office across Europe and the US. We are a rapidly expanding business and pride ourselves on our vibrant working environment and desire to help employees...

  • Customer Service Specialist

    1 month ago

    Manchester, United Kingdom Raisin Full time

    Unlock Your Potential as a Customer Service SpecialistAre you a seasoned customer support professional looking to take your career to the next level? We're seeking a forward-thinking, customer-first individual who possesses the ability to deliver exceptional experiences while fostering cross-functional collaboration among various stakeholders and...

  • Customer Service Operations Specialist

    2 weeks ago

    Manchester, United Kingdom MAN Truck & Bus UK Ltd Full time

    MAN Truck & Bus UK Ltd is a leading provider of commercial vehicles in the UK, seeking a Customer Service Operations Specialist to join its team. This role is based in Manchester and involves managing job cards, ensuring timely processing, and engaging with customers.The ideal candidate will have technical knowledge or administrative experience in customer...

  • Customer Service and Visual Merchandising Specialist

    1 day ago

    Manchester, United Kingdom Naylor's Equestrian Llp Full time

    Customer Service and Visual Merchandising SpecialistNaylor's Equestrian Llp is recruiting a highly skilled Customer Service and Visual Merchandising Specialist to join our team. In this role, you will be responsible for creating an engaging and visually appealing store environment that showcases our products effectively.The estimated salary for this position...

  • Customer Service Support Specialist

    1 day ago

    Manchester, United Kingdom Rise Technical Recruitment Limited Full time

    We are seeking a highly organized and motivated individual to fill the role of Customer Service Support Specialist at Rise Technical Recruitment Limited. As a key member of the team, you will be responsible for providing exceptional customer service and support to clients.The ideal candidate will have previous experience in administration and customer...

  • Customer Service Specialist

    4 days ago

    Greater Manchester, United Kingdom Halfords Group PLC Full time

    **Job Overview:**We are seeking an experienced customer service specialist to join our team at Halfords Group PLC.The successful candidate will have excellent communication skills, a proactive approach to helping customers, and the ability to work on a rota basis, including weekends.As a customer service specialist, you will be responsible for delivering...