Customer Service Advisor - Leek

Customer Service Advisor Location: Leek Start salary: £22,250 + enhancements & benefits Hours: Full time 35 hours per week - Annualised Hours. Want to change the world? A career that makes a difference We're not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We don't just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we're market leaders in ESG as rated by leading ESG ratings agency Sustainalytics

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What you'll be working on:
• Identifying customer needs and respond to them appropriately ensuring all relevant facts and information is gathered to ensure the outcome is the most appropriate for the customer or that the area responsible for proceeding with the outcome have all relevant information to maintain an excellent customer experience.
• Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
• Ensuring all customer interactions with customers are recorded and updated on the relevant systems, adhering to all relevant processes and procedures, to ensure accurate data and to make sure our customer information is protected at all times.
• Maintaining an excellent working knowledge of our suite of products and services, including that of our competitors to confidently understand the needs of our customers, providing guidance, service or solutions where appropriate, referring to specialist colleagues where necessary.
• Recognize customers in financial difficulties or vulnerable situations and work with them to reach a mutually acceptable solution utilising appropriate guidance provided.
We're looking for colleagues who have
• Strong experience in a customer facing role, including telephony, retail or hospitality
• Evidence of IT skills and a demonstrable ability to learn and use new systems
• Ability to follow and understand regulatory policies and processes
• Experience in dealing with challenging or vulnerable customers
• A background of working in a fast paced environment and achieving targets or deadlines
• High attention to detail
• Robust listening and problem solving skills
• Clear and concise two way communication skills - both written and verbal
• A passion to deliver an exceptional customer centric approach
Benefits
• 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Upskill opportunities with associated pay increases
• 2 paid volunteering days per year
• Performance based annual bonus scheme
• Free Onsite parking
• For our full list of benefits please visit our Reward and Benefits page
Our recruitment process
• Initial call with recruiter
• Competency based interview
We can only consider candidates with the right to work in the UK at this time. Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
• Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 8.5 as of 9 October 2023.
  
  Strong experience in a customer facing role, including telephony, retail or hospitality
• Evidence of IT skills and a demonstrable ability to learn and use new systems
• Ability to follow and understand regulatory policies and processes
• Experience in dealing with challenging or vulnerable customers
• A background of working in a fast paced environment and achieving targets or deadlines
• High attention to detail
• Robust listening and problem solving skills
• Clear and concise two way communication skills - both written and verbal
• A passion to deliver an exceptional customer centric approach
  
  27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Upskill opportunities with associated pay increases
• 2 paid volunteering days per year
• Performance based annual bonus scheme