Customer Support Representative

3 weeks ago


Birmingham UK, West Midlands, United Kingdom Parkside Recruitment Full time

Job Advertisement: Customer Service Agent


Location: Brigham

Job Type: Hybrid (Office/Home-based)


About the Role:

Our client, an innovative and growing company, is seeking a Customer Service Agent to join their dynamic Customer Service team. This role is crucial in ensuring customers receive a high and consistent level of service across the full range of the Bank’s products.


Key Responsibilities:

  • Customer Interaction: Manage customer inquiries via telephony, email, social media, and in-app conversations (when live).
  • Complaint Management: Support and manage the complaints process, ensuring customers receive appropriate resolutions.
  • Vulnerable Customer Support: Provide tailored assistance to vulnerable customers, ensuring their needs are met with care and sensitivity.
  • General Administration: Perform general administrative tasks to support the team and enhance customer satisfaction.
  • Issue Resolution: Assist customers in troubleshooting and solving technical issues through clear and comprehensive guidance.
  • Escalation: Appropriately escalate complex customer concerns to higher-level management for timely and effective resolution.
  • Performance Management: Collaborate with the Head of Customer Services to achieve departmental goals related to service and quality.
  • Risk Management: Identify and report any risks within the function to ensure appropriate controls are maintained.
  • Continuous Improvement: Share customer feedback to support continuous improvement opportunities within the team.


Key Knowledge and Skills:

  • Experience: Minimum of 2 years in Customer Services operations.
  • Interpersonal Skills: Ability to accurately read and interpret customer signals to ensure relevant and positive interactions.
  • Communication: Strong verbal and written communication skills, delivered in a friendly and professional manner.
  • Problem-Solving: Capable of efficiently analyzing situations, identifying causes, and providing practical solutions.
  • Time Management: Effective time management skills to balance tasks and ensure prompt customer resolutions.
  • Patience: Ability to remain calm and composed in challenging situations, ensuring a positive customer experience.
  • Empathy: Demonstrated empathy to understand and relate to customer concerns, providing support as needed.
  • Conflict Resolution: Adaptability and a positive attitude in resolving diverse customer conflicts.
  • Team Player: Strong team-building skills to foster positive relationships with colleagues and contribute to overall success.


Work Environment and Benefits:

  • Hybrid Schedule: A maximum of 3 days per week in the office.
  • Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
  • Holidays: 25 days of annual leave, plus usual financial services benefits, and a day off on your birthday.


Why Join Our Client?

  • Innovative Environment: Be part of a forward-thinking company where ideas are valued.
  • Career Development: Opportunities for professional growth and advancement.
  • Supportive Team: Work within a collaborative team that supports each other and thrives on success.


How to Apply:

If you have a passion for delivering outstanding customer service and meet the qualifications, we encourage you to apply today



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