What will you be doing?
Understanding and identifying customer needs in order to tailor solutions, whilst ensuring the right outcome for the customer and the bank Ensuring vulnerable customers are identified and supported appropriately Understanding and listening to customer concerns and correctly identifying customer complaints to resolve first time ensuring complaint escalation where appropriate Being responsible for correct use of systems to ensure that customers' records are accurately maintained and up to date Adhering to and understanding the appropriate policies, standards, controls and limits of authority through training, coaching and appropriate communication
What we're looking for:
Previous customer service experience, demonstrating excellent listening skills and the ability to show empathy towards a customer's financial situation Demonstrable experience dealing with challenging customers in stressful situations Excellent numeracy and literacy skills with the ability to understand the different options available to customers and summarise with strong attention to detail A team player who is able to confidently interact with others but who is also able to work independently
Skills that will help you in the role:
Previous experience of working with customers in potential vulnerable circumstances or financial difficulty Experience working in a contact or call centre/telephony environment and/or Financial Services experience
Where will you be working?
Based in our Manchester office, which is in the heart of the city centre. Offering a modern working environment, with restaurants, bars and gyms just a stone's throw away from the office.