Customer Support Advisor

3 weeks ago

London UK, UK, United Kingdom Fintellect Recruitment Full time

Our client is looking for a passionate, experienced and energetic Customer Support Advisor to join their growing Operations team in Central London.

They are on a quest to be the world’s most proactive bank. Improving lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.


The founding team is in place. And they are launching with a fully functional app. Starting out with a current account and credit card, they will be broadening their portfolio soon with the foundations in place for a positive, supportive and thoughtful new bank.


Their customers are at the heart of everything they do. This is where you come in. You will be the ‘face’ and voice of the company and demonstrate our values and behaviours in every interaction you have with our customers.


Responsibilities of the Customer Support Advisor;


  • Providing the best customer support by engaging with our customers through our LiveChat and telephone
  • Understanding our customer’s needs and providing solutions to help them with their financial ambitions
  • Identify customers who may be in vulnerable situations and working with them to provide the required support
  • Problem solve to assist customers and suggest improvements to processes and our products to deliver better customer experiences
  • Be on frontline in identifying, raising and supporting with cases of fraud or customer dissatisfaction


Requirements of the Customer Support Advisor;


  • Passionate in delivering great customer service
  • A proven track record of providing outstanding customer service of 2+ years within Financial Services - This is essential.
  • Experienced in communicating with customers verbally and written
  • Adaptable in your communication and approach to meet different customer needs
  • Maintain a high quality of service when supporting a high volume of customers through a variety of contact channels


Bonus skills;


  • Experience of closely supporting customers in vulnerable situations and/or experiencing financial difficulties


A little about you;


  • Excellent communication skills, with the ability to listen, understand and articulate challenging conversations verbally and in writing.
  • Self-motivated, can be relied upon to follow up questions and outstanding actions, and to drive projects to completion according to requirements and schedules.
  • You are able to see opportunities to explore new approaches and are not scared by the unpaved road ahead. This is a start-up environment and we need help to create the culture, processes and standards which drive our future behaviour.
  • Eye for detail is important, especially considering we are dealing in the world of money – the most critical aspect of people’s lives


What’s in it for you?


  • Be part of something This is a rare opportunity to join a customer-focused business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.
  • We need experts like you to help us shape how we can deliver the best customer experience. We’ll look for you to challenge how we do things and how we can be even better.
  • Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition
  • You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience


Conditions


  • Training will be delivered face to face at their London office, close to St Paul’s Cathedral
  • After training, you will be joining the team in working in a hybrid way, meaning a mixture of home and office working with the rest of your team and manager

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