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Customer Experience Specialist

2 months ago

Skipton, United Kingdom Major Recruitment Huddersfield Full time
Customer Experience Advisor

Major Recruitment are seeking a Customer Experience Advisor for our client based in North Yorkshire.

We're looking for someone who is passionate about making a positive difference in the lives of individuals who may not trust or are unable to use mainstream banking. As a Customer Experience Advisor, you will be part of our mission to empower financial well-being for all.

Key Responsibilities:
  • Handle inbound inquiries via phone and email from customers seeking assistance with various transactions or account queries.
  • Build rapport and establish trust with customers who may feel vulnerable or apprehensive about traditional banking channels.
  • Provide clear and empathetic guidance on account management, online banking navigation, and app queries to empower customers to self-serve.
  • Assist customers in resolving issues related to account access, transaction disputes, and other banking concerns, ensuring timely and effective resolution.
  • Educate customers on available banking products and services tailored to their individual needs, promoting financial stability and empowerment.
  • Collaborate with team members, other departments, and management to continuously improve service delivery and enhance the customer experience.
  • Ensure meticulous records are kept at all stages of interactions with customers.
Requirements:
  • GCSE standard education, including mathematics and English.
  • PC literacy in Microsoft Office Applications.
  • Proven experience of office practices and procedures.
  • Proven ability to achieve agreed Key Performance Indicators and Service Level Agreements.
  • Problem-solving and time management skills.
  • Ability to pay attention to detail.
  • Ability to work as part of a team and on own initiative.

This is a 37.5 hour contract with shift patterns of 8-4, 9-5, and 10-6, Monday to Friday. The role is based on a 6 month temporary to permanent contract.