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Customer Service Specialist

4 months ago

Chester UK, Cheshire, United Kingdom Northreach Full time

Northreach is a dynamic recruitment agency that connects businesses with top talent in the cell & gene therapy, fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation and professional growth.


We have partnered with a unique and growing bank based in Chester, who specialise in financial products to support the rural economy. This bank are seeking an experienced Savings & Customer Service Specialist to support the existing and prospective savings customer base via online secure message, telephone, email, post and webchat.


Please note, this is a full time office based role Mon - Fri


Responsibilities:

  • Provide exceptional customer service to the Bank's existing and prospective savings customers via telephone, email, secure message and webchat.
  • Strive to consistently develop on your knowledge of the Bank's savings products and services to be able to assist customers with queries confidently.
  • Ensure all customer information is accurate and kept up to date at all times
  • Ensure all unresolvable customer issues are escalated to management as required
  • Document information from calls and correspondence on the savers system record
  • Support in achieving the teams customer service satisfaction performance (NPS, surveys, customer reviews).
  • Embody and show a detailed understanding of the Treating Customers Fairly (TCF) regulation
  • Ensure that all savings team procedures are followed and adhered to
  • Obtain relevant and required information/documentation to complete KYC and AML checks/.
  • Report and log complaints, breakage requests and all regulatory tasks
  • Support the savings team in delivering the Bank's monthly and annual funding requirements, as set by ALCO (Assets & Liability Committee).
  • Use initiative to convert customer enquiries from prospective customers to opened accounts, help customers to fund their new accounts and retain existing savers when their accounts mature
  • Complete personal raining and development plan in accordance with the required milestones and timelines


Candidate profile:

  • Some customer service experience within a contact centre environment
  • Problem solving
  • Attention to detail
  • Enthusiasm
  • Good communication written and verbal
  • Clear passion for delivering outstanding customer service
  • Passion for developing and improving on personal skills


Desired skills

  • Experience of working within a savings team, building society or financial services business
  • Demonstrated understanding of AML and KYC regulation
  • Knowledge or interest of any aspect of agriculture is always welcome


Salary & Benefits:

  • Salary - up to £26,000 per annum
  • 25 days annual leave (increases after 2 years of service)
  • Private medical healthcare & life insurance
  • 5% employer pension contribution
  • Share options
  • Enhanced maternity & paternity pay
  • Regular company parties & a sociable team who love a celebration