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Customer Support Specialist

2 weeks ago

Knutsford, Cheshire East, United Kingdom OneBanx Full time £25,000 - £40,000 per year

About OneBanx (A Glory company)

We are an innovative fintech business bringing in-person banking back to the high street by using cutting edge technology to become the leading shared banking network in the UK. We believe it's better to get help in person, with a person, so we understand what consumers really need.

No matter which bank you're with, you can use OneBanx to deposit and withdraw cash, make payments and get help with setting up or using online banking.

Our mission is" to create a sense of community by having opportunities for everyday human interaction. In person. By people. For all your everyday banking needs"

We currently have 11 OneBanx kiosks with plans to open more across the UK. With a number of exciting partnerships recently announced and more in the pipeline, the future is bright and it's a great time to come & join us

Role Profile

As a Customer Support Specialist, you will be the first point of contact for our customers, providing exceptional support and ensuring every interaction is positive and professional. You will play a key role in overseeing the daily operations of multiple kiosk locations, ensuring operational efficiency and compliance with industry standards and best practices. Your role will be pivotal in reflecting OneBanx' commitment to excellence in every customer interaction. You will set high standards for customer experience and continuously seek ways to enhance the support we provide to our customers.

Key Responsibilities

  • Serve as the primary contact for customer enquiries by phone, email, chat or in person.
  • Assist users with onboarding, account set up and transaction related questions.
  • Troubleshoot basic technical issues and, where necessary, escalate to the appropriate teams for resolution.
  • Accurately log, categorise, and prioritise incidents, service requests, and problem tickets.
  • Monitor customer feedback and contribute to service improvement initiatives.
  • Prepare and deliver timely reports on a weekly, monthly, and ad-hoc basis.
  • Monitor all transactions to ensure full compliance with regulatory standards, including KYC, KYB, and Enhanced Due Diligence (EDD).
  • Perform daily reconciliation of transactions and manage cash-in-transit processes.
  • Ensure the continuous availability and smooth operation of kiosk services across multiple locations through remote monitoring.
  • Travel to customer sites
  • Weekend working (part of a rota)

Education, Qualifications:

  • NVQ Level 3 or higher

Experience:

  • Proven experience in a customer service environment (desirable)
  • An understanding of financial compliance, including KYC/KYB/EDD (advantageous, not essential)
  • Proficiency in using CRM systems, ticketing tools, and social media platforms

Skills & Competencies (required):

  • Excellent communication and engagement skills with internal stakeholders and customers
  • Ability to plan and prioritise effectively to meet changing priorities and demands
  • Delivery and customer focused, thinks strategically and commercially
  • Ability to engage and influence stakeholders at all levels in the company
  • Is analytical, pragmatic, and systematic in approach to problem solving; remains calm and able to make decisions under pressure
  • Can manage conflict, knows when to seek input and escalate
  • Possessing an analytical, pragmatic, and systematic approach to resolving problems; develops innovative solutions to customer service challenges.
  • Attention to Detail: meticulous attention to detail, ensuring data accuracy and reliability.
  • Good time management: proficient use of time to effectively plan, organise, initiate and drive solutions to complex operational issues.

What We Offer

  • Competitive salary and performance-based bonuses.
  • Opportunity to shape the future of a fast-growing company.
  • Attractive benefits package.
  • Supportive and dynamic work environment.

If you want to be part of our success at OneBanx and have all the attributes required to succeed in this role, apply today