Job Description

THE ROLE

I am currently advertising for a Business Customer Service Representative within a bank in Birmingham. You will be delivering outstanding customer service whilst handling all customer queries and concerns and always keeping the bank's Business customer's needs in mind. This is a hybrid working role, you will be expected to work onsite for any meetings or roadshows a maximum of 2-3 days a month, and the rest remotely from your home. There is a full 10 week training programme, 4 weeks will be completely remotely from home and 6 weeks will be office based training in Birmingham.

KEY RESPONSIBILITIES/DUTIES

• You will be working within a supportive team in one of the client's telephony centres where you'll have direct interaction with customers over the phone
• Within your first two years, they will support your personal development with training to achieve the Professional Banker Certificate, an externally recognised qualification
• Applying your customer service expertise when dealing with and referring business customer transactions and queries
• Assisting customers with any issues or queries they may have
• Building strong customer relationships by using your training to gain their trust and having a genuine interest in their individual needs
• Gathering information to understand customers' requirements and offer suitable solutions
• Maintaining a detailed knowledge of the financial services product range
• Identifying any possible complaints, resolving them as swiftly as possible or raising more complex matters to our specialist teams

PERSON SPECIFICATION

• A Customer Service background is ideal (retail, hospitality, call centre, etc)
• Comfortable dealing with customers, both over the phone and via email
• Ability to build relationships in a fast-paced, challenging environment
• Patience
• Listening skills
• Determination to go the extra mile
• Remaining calm under pressure
• Hard working to achieve quality results (answering a high level of calls, etc)
• Good numerical and organisational skills
• Strong multitasking skills, allowing you to navigate different systems and process information while talking to customers
• Detailed

SALARY AND WORKING HOURS

Permanent Contract

You will need to be flexible in working a rotating shift pattern. You'll have 3 weeks' notice of shift patterns, so you'll know when you're working well in advance

35 hours per week

Opening times:

Monday to Friday - 7am to 8pm

Saturday - 8am to 8pm

Sunday - 9am to 8pm

Your shifts will fall between these times. Your training programme will be 9 - 5, Monday - Friday for 6 weeks

Currently you'll be required to work 2 Saturdays or Sundays (not both) over 5 weekends. Bank Holiday working is a feature of this role. Your hours of work will be between these hours on a rotational basis, and you must be able to commit to the full range of hours. Your hours of work will be discussed in more detail with you upon successful completion of our interview process.

Salary: £21,500 per annum

BENEFITS

• You can choose from a range of protection, healthcare or lifestyle benefits from the client's fully flexible rewards programme
• You will have a generous holiday entitlement of 33 days - you may be required to work bank holidays
• Lots of progression opportunities within the business, within a range of different departments, alongside the opportunity to earn your Professional Banker Certificate

DOES THIS SOUND LIKE YOU?
If you have a Customer Service background, please send your cv and call Maisie on 0121 643 6954