Customer Service Advisor

**Customer Service Advisor**

**Job type: Full Time Permanent**

**Start dates: Flexible with 4 weeks training**

**Location: Wilmslow**

**Hours: Monday to Friday with shifts between 9am and 6pm. No weekends.**

**Annual leave: 30 days plus bank holidays**

**Competitive salary and annual bonus: Starting from £22,000**

**Hybrid - 2 days from home, 3 days in the office per week**

**The Role**:
Our Customer Services team is the central contact hub for our customers. They support our customers with anything they need by delivering first class service and ensuring fair outcomes at all times. We pride ourselves in exceptional service and our passion for helping customers. Manage, maintain and develop relationships with Aldermore's existing customers, solicitors and third parties.

The role will involve, but not be limited to, you performing the following:

- Providing exceptional customer service by taking incoming servicing calls in a pleasant contact centre environment.
- Take ownership of customer queries, problem solving and using initiative to encourage first call resolution.
- Recognising and responding to customer complaints in a timely manor, supporting a resolution as effectively as possible.
- Pro-actively seeking to improve processes, procedures and customer experience across all channels.
- Working collaboratively with Customer Operations to support all customer queries.
- Identifying customers who are vulnerable, and supporting the next steps of their journey and support needed.

**Please Note**:We offer hybrid working, meaning you will be working a mix of from home & in the Wilmslow office, with an expectation of 3 days in the office each week on a rota basis.

**Benefits**:
In return for your hard work and commitment to working for Aldermore, you will receive some fantastic benefits:

- Annual leave - 30 days to use how you like
- Comfortable working environment, well located for the daily commute and those lunchtime errands.
- Hybrid working meaning you will be working a mix of from home and in the Reading office, with an expectation of 2 days in the office each week
- Fantastic and engaging company events
- Competitive company stakeholder pension scheme
- Maternity, Paternity and Adoption scheme
- Financial rewards - Discretionary bonus scheme, cycle-to-work scheme, childcare vouchers, and high street/online retail discounts
- Private Medical Insurance and healthcare
- A friendly and flexible culture with a drive for continuous improvement, for which you will be empowered to get behind from day one

And much, much more Our benefits package doesn't just recognise your hard work and talent; it enhances and supports your lifestyle, health, and well-being in and out of work.

**The Company**:
We're Aldermore Bank, the award-winning bank that supports customers with specialist mortgages, savings accounts, and business finance solutions. Launching in 2009, we have made a name for ourselves as the 'new' British bank offering. We are looking for people like you to work alongside people guided by the company's values of a diverse, dynamic, and vibrant company. We are at our best and enjoy our work most when we leverage diversity and pull together as one team.
- A minimum of 5 GCSE passes at Grade C or above (or equivalent), including English and Mathematics, is essential
- Previous experience working in a customer service environment delivering customer-facing services, ideally with a savings background, but as a minimum in Financial Services for at least one year
- Driven, self-motivated and disciplined; able to maintain effectiveness without tactical management.
- Track record of delivering excellent customer service, including the ability to handle difficult conversations with customers.
- Exceptional communication and people skills, able to engage with our customers and colleagues across all levels within the bank
- Previous experience in system or user acceptance testing would be an advantage

**Apply**:
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