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Customer Service Officer

3 months ago

London, UK, United Kingdom LMA Full time


We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for effectively handling customer inquiries via telephone, email, secure messaging, and post. Your goal will be to provide exceptional service, identify customer needs, and ensure positive outcomes.

Responsibilities:

  • Prioritize and respond to customer queries promptly, finding appropriate solutions.
  • Assess customer needs and deliver excellent service.
  • Manage high volumes of incoming calls.
  • Arrange call backs as necessary.
  • Provide support to vulnerable customers.
  • Open and close customer accounts.
  • Assist customers with online registration and system usage.
  • Maintain accurate customer records.
  • Issue statements and produce correspondence.
  • Guide customers to relevant resources.
  • Build trust and sustainable relationships.
  • Handle complaints within agreed SLAs.
  • Maintain confidentiality of records and financial information.
  • Support Team Managers in process improvements.
  • Encourage customer satisfaction surveys.


Stakeholders and Working Relationships:

  • Internal: Compliance Team, Complaints Team, Quality Assurance Team, Financial Crime Team, Savings Operations Team, Savings Commercial Team, Savings Business Support Team.
  • External: Customers, third parties (e.g., solicitors, ISA providers).


Professional Experience and Attributes:

  • Proven customer service experience.
  • Familiarity with core banking/CRM systems.
  • Intermediate skills in Microsoft Word, Excel, and Outlook.
  • Knowledge of savings products.


Competencies and Attributes:

  • Strong telephone handling and active listening skills.
  • Excellent communication and presentation abilities.
  • Detail-oriented with strong record-keeping skills.
  • Ability to work independently and as part of a team.
  • Comfortable in a fast-paced environment.
  • Quick learner with adaptability to new technology.
  • Problem-solving mindset.
  • Operationally flexible and proactive.


Beneficial Qualifications:

  • Banking experience (Savings), Retail, or SME background.
  • Understanding of Consumer Duty.
  • Familiarity with GDPR and the Data Protection Act.


Key Behaviours:

  • Customer-focused.
  • Empathetic.
  • Patient.
  • Professional.
  • Collaborative.
  • Organised and diligent.
  • Solution-oriented.
  • Adaptable.
  • Resilient.