Customer Service Representative

The Opportunity

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

- Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
- Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
- Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
- Care about sustainability? We want to be better for our people, environment and society.
- Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

The Role & Responsibilities

The role is to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products, direct liaison with the customer on the telephone and by written correspondence, ensuring accuracy at all times and that laid down processes and procedures are appropriately followed. This role is reporting directly to a Savings Team
Leader.
- Dealing with account enquiries via the telephone and furnishing them information in answer to their queries
- Administer customer accounts during the lifecycle of their savings account.
- The processing of all changes to customer static data.
- Communicate and escalate potential issues/risks in a prompt and effective manner
- Adhere to internal targets enabling the customer to be serviced quickly, efficiently and without error
- To identify areas of improvement in relation to the customer journey.
- To keep up to date with Shawbrook products, rates and T&Cs both personal and business.
- To represent the Shawbrook brand in a professional and confidential manner.
- Build strong relationships with customers and colleagues within the operation

The Person
- Have experience of working as a team within an office environment
- Have experience of liaising directly with customers on the telephone and on occasions in person
- Have banking or financial services experience in a customer service environment
- Strong communication skills
- Have knowledge of TCF
- Ability to understand and fully comply with documented processes and procedures
- Have excellent customer service skills required including verbal and written communication

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 25 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done