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Customer Service Advisor

5 months ago

London, United Kingdom British Business Bank Full time
DescriptionCustomer Service AdvisorLocation: London (Hybrid Working - Office Attendance Minimum 2 Days PW)Contract: PermanentHours: Full timeSalary: Up to £25,000 p/annum depending on experience Please note that any same band and job family internal moves will not present any pay increase
THE ROLE

Your purpose in this role will be to provide an excellent Customer experience to all prospects and customers of the scheme through our multi channelled contact centre. You will be explaining the intricacies of the scheme, clarifying all aspects of the customer journey and supporting our customers to progress and succeed where possible with their individual business ventures.  All queries will be dealt with in a professional and timely manner, acting as a Customer Ambassador who is effective in identifying customer issues and monitoring the impact and quality of the Start-Up Loans (‘SUL’) programme and the performance of its Delivery Partners. Reporting to the Customer Service Manager, you will Collect and report customer feedback to the business to ensure that good practice is recognised and evaluate your success against set KPIs including time to answer calls, response rates within SLAs and customer satisfaction surveys. As a Customer Service Advisor you will also build and maintain effective and productive working relationships with colleagues, key stakeholders, third-party suppliers and support the company’s overall mission. You will have an excellent telephone manner with strong communication skills, both verbal and written.  You will have the ability to build rapport with callers quickly and be efficient at gathering relevant information. You will have a willingness and ability to manage routine and repetitive work and whilst remaining focused and effective, working independently and within a collaborative team-orientated environment using sound judgment in decision making. It would be highly beneficial if you have experience of working in a Customer Services environment; preferably in a fast paced and targeted Contact Centre environment. You will be strongly customer focused and understand the importance of delivering high standards of customer service at all times. You will be proficient with MS Office - particularly MS Excel, MS Word, and have a working knowledge of the FCA, ICO and Treating Customers Fairly.   For more information please click this link to the job description.

Key Benefits Click here for a complete list of benefits
  • 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
  • 15% employer pension contribution
  • Flexible working
  • Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
  • Paid voluntary days, maternity, paternity, adoption, and shared parental leave
  • Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more 
The British Business Bank is an established and influential institution with a key mission of driving sustainable growth and prosperity throughout the United Kingdom. It plays a vital role in supporting access to finance for smaller businesses, facilitating their development and contributing to the transition towards a net zero economy. Since its inception in 2014, the British Business Bank has functioned as a government-owned economic development bank, operating independently to fulfil its objectives. It collaborates with over 200 delivery partners, including high street, digital, specialist, and challenger banks, venture capital and private debt funds, as well as fintech platforms, to implement its programs effectively. With offices in Sheffield and London, the British Business Bank currently employs approximately 550 individuals.  As an organisation that values flexibility, wellbeing and collaboration, the British Business Bank introduced a hybrid-working model in 2020. Our colleagues typically spend an average of 2 days per week working in our offices, striking a balance between the advantages of remote work and the benefits of in-person collaboration. The successful candidate for this role should be able to commute to our office (unless specified). At the British Business Bank, we aim to represent the communities we serve, firmly believing that different perspectives make us stronger. We strongly encourage applications from individuals with varied experiences and backgrounds. As a Disability Confident employer, we commit ourselves to having an inclusive, equitable and accessible recruitment process supporting applicants and employees, making reasonable adjustments whenever it is feasible.