Customer Service 2nd Level Agent

2 months ago

Manchester, United Kingdom Raisin Full time
Team

Are you an experienced Customer Support professional looking to take your career to the next level? This unique opportunity is not an entry-level position, but an advanced role designed for a forward-thinking, customer-first individual who possesses the ability to deliver exceptional experiences while fostering cross-functional collaboration among various stakeholders and departments.

We’re seeking someone who thrives on ownership, accountability, reliability and independence, taking initiative to manage a diverse range of B2B and B2C communications, supporting our complaints team and ensuring smooth stakeholder management. You will have the chance to make a tangible impact on the broader business, driving innovative solutions and contributing to our customer-centric culture.

Your Responsibilities
  • Full Customer Service onboarding to build a strong understanding of Raisin’s processes, rules, and regulations for handling basic tickets and calls.
  • Own B2B and B2C customer queries—primarily through written communications, with outbound calls as needed—ensuring prompt and professional responses.
  • Handle a wide range of inquiries including General and complex B2B & B2C Enquiries, Vulnerable Customers, Bereavement cases, Early Termination requests, Complaints, Goodwill (Accounting) file, Privacy and Data requests, and raising IT issues effectively.
  • Develop in-depth product and process knowledge, enabling you to expertly answer questions and resolve issues.
  • Understand how to prioritise based on urgency, task, SLA and sensitivity of a topic
  • Deliver exceptional customer experiences by offering a friendly, solution-driven response. This must include accurate information delivered within a specific SLA which ensures the customers feel supported and satisfied.
  • Ownership of customer issues from start to finish, ensuring all matters are resolved to the highest standard. This will include raising issues with relevant departments and/or stakeholders immediately, keeping the customer regularly informed, and seeing issues through to the end. Ensuring an acceptable resolution has been provided to the customer.
  • Attending and contributing to meetings, both internal and external
  • Maintain strict adherence to data control principles, ensuring customer information is handled securely and ethically.
  • Collaborate seamlessly with diverse teams, building strong relationships with colleagues to deliver the best service possible.
  • Supporting our 1st level agents to manage incoming mail at our Manchester office to contribute to smooth office operations.
  • Supporting Complaints team as a trained complaint handler during busy periods, assisting in resolving escalations efficiently.
  • Support inbound customer inquiries during bank holidays and peak times, maintaining service excellence even in high-demand periods.
  • Supporting our Solutions Management team, you will have the potential to support our 3rd level incident management team with technical issues and assisting in raising issues efficiently during busy periods.
Your Profile
  • Professional Experience: Previous experience in advanced customer support is required. Experience in Fintech and / or specialist teams, such as complaints, bereavement, B2B, Vulnerable Customers and/or IT issues is a plus.
  • Communication Skills: Strong written and oral communication skills are essential. You can clearly convey information and updates to customers and stakeholders while ensuring a positive experience.
  • Attention to Detail: You possess a high level of attention to detail, managing multiple tasks and priorities simultaneously while maintaining a strong focus on SLA adherence and urgency.
  • IT Proficiency: You are comfortable with MS Office, Google Suite and spreadsheets/CSV files. You are open to learning new systems or familiar with Zendesk, CAP, Jira ticketing, Slack, Looker
  • Flexibility and Problem-Solving: You are adaptable, open to challenges, and have experience handling diverse cases, including privacy queries (DSAR/SAR), incident management, and technical issues. You’re proactive in identifying when to escalate issues and confident in offering solutions.
  • Growth-Oriented: You have a desire to grow professionally, welcome constructive feedback, and actively engage in weekly 1:1s with your team lead to both give and receive feedback. You seek out ways to improve processes and contribute to the team’s success.
  • Team Player: You thrive in a collaborative work environment, bringing a positive attitude and high energy. You are organized, able to provide updates through tools like Slack and during meetings, and enjoy working closely with colleagues to achieve goals. Participation in team events and workshops.
  • Ownership and Initiative: You take ownership of meeting SLAs, resolving customer queries from start to finish, and ensuring compliance with internal rules and regulations. You’re skilled at managing tasks independently, ensuring customer satisfaction is maintained.
  • Language Proficiency: You speak and write English at a C2, ensuring professional, clear communication across all interactions.
Join our mission, join our team - and grow with us

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of the Raisin UK team, you benefit from:

  • Employee Development Budget of £1,700 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
  • We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
  • We offer 28 days + Bank Holidays of holiday a year.
  • One day birthday leave and gift voucher to celebrate your birthday.
  • We offer you a company stakeholder pension with a minimum employer contribution of 5%.
  • The opportunity to experience our annual retreats in exciting European cities and other team building events.


We are Raisin, a dynamic and fast-growing fintech company that is a trailblazer for open banking in the savings and investments space.

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