Customer Care Specialist

**The Vacancy**

We are looking for people to help us deliver a stand out service to customers who contact our telephone and digital contact centre
- something you wouldn’t see anywhere else, that leaves a lasting impression.

We are going through an exciting transformational journey at the Cumberland, and our people are a major part of that. We have a fantastic opportunity for the right person who is passionate about making a difference to our customers and our business Someone with strong communication skills, who is resilient and adaptable to meet the needs of our customers on even the busiest of days. As part of a team, you’ll be committed to making an impact towards our ambitions as a company, understanding that your actions today have an impact tomorrow. The Cumberland is here to create a banking experience that’s kinder to people and planet.

You’ll help us drive continuous improvement in the business by sharing feedback and best practice across teams, help resolve issues and improve our customers’ journeys. You will do all of this, whilst working towards several targets, so it’s important you’re motivated and forward thinking.

We are all about the customer and putting them first, so some of the things you’ll be doing are:

- Providing exceptional service to those who contact us via phone or digital channels aiming to resolve their query at first point of contact.
- Owning and resolving complaints to turn these around efficiently and effectively.
- Identifying other ways we can help, through the products and services that we offer.
- Working safely and within policies to protect and safeguard customer confidentiality.

You’ll work shifts within our Customer Care operating hours of 8pm to 7pm on weekdays and 8.30am to 4pm on Saturdays.

**Our Promise to You**
- Starting on £25,500 following training** you’ll move to £27,293 p.a. FTE**.
- Annual salary reviews and potential performance related rewards and bonuses.
- 25 days holiday per year (plus 8 bank holidays), an annual wellbeing day, and daily mental well-being breaks on top of your standard lunch break (varies based on contracted hours).
- An extra paid day off every year to help local charities and organisations in our communities
- You’ll be supported by a people leader who makes regular time for your personal development journey, to continue your career with us.
- We’ll promote a healthy work-life balance to support your wellbeing and personal life, with a range of working hours and shift patterns available, we have something to suit everyone

**The Company**

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

**The Benefits**

**Competitive Salary**

We will offer you a competitive basic salary for your role, which is reviewed every year.

**Learning & Development**

We want you to grow in your role. We’ll work together to support your personal and professional development.

**Holidays**

Flexibility to buy and sell up to two holiday days per year, plus extra holiday after 5 years.

**Family Friendly**

We pay competitive maternity, paternity and adoption leave.

**Flexible Working**

We can provide the tools and equipment you need to be able to work flexibly or from home when you need to, depending on your role.

**Pension Scheme**

If you’re eligible, we’ll enroll you into our competitive company pension scheme.

**Health & Wellbeing**

We have a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.

**Community Day**

We offer our people an extra paid day off every year to help out local charities and community organisations.

**Social**

We hold regular social events, from annual staples like our Christmas party and quiz, to smaller get-togethers such as walks and shopping trips.