Customer Support Officer

Let's grow together

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you're an experienced Customer Support Officer looking for an opportunity to grow in a friendly environment, we're looking for you

We're flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let's grow together …

What you'll be doing 

• Manage and provide support for customers for their savings account. This will include product support and transaction queries/monitoring for both front end and back-end functionality
• Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
• Deal with customer queries through different interaction touchpoints
• Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed
• Embrace changes to policy and procedures, using own initiative to challenge barriers and provide the most appropriate outcome for the customer

What you'll bring to the team 

• Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
• Ability to use own initiative and work as an effective team member
• Ability to recognise when to adapt communication style to suit the customer or colleague
• Adaptability and the ability to remain calm under pressure
• Ability to interpret/resolve and satisfy customer queries by using own initiative and tools supplied whilst working within mandate

Even if you don't meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we're excited to hear from passionate individuals like you If you're ready to contribute to the team, please apply. 

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Working hours

Current operating hours – Monday to Friday 8am to 6pm, Saturday 9am to 1pm

Shift patterns will be agreed based on the current operating hours and will be worked on a rota basis which will be communicated by your line manager. Applicants will be required to be flexible to work any future proposed shift changes based on the following hours;

Monday – Sunday 37.5 hours per week between 08:00 - 22:00 (One hour Lunch).

Inclusion

As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone.  If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

• Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year's Eve. You can also buy or sell up to a week's leave
• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That's why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we'll encourage you to learn and develop by building a personalised development plan together with your manager.