Customer Service Adviser

NatWest Group; Capel-y-graig; On-site; GBP 27,000; Full time

Job summary

A prominent banking institution in Capel-y-graig seeks a Customer Service Adviser to handle customer queries and provide excellent service over the phone. The ideal candidate will be bilingual in English and Welsh, possess strong customer service skills, and be flexible in working hours, including weekends and bank holidays. Competitive salary and generous holiday entitlement provided.

Benefits

Competitive salary

Flexible reward programme

33 days holiday entitlement

Qualifications

• Experience in a customer service role preferred.
• Telephony experience is not essential.
• Flexibility to work in a rotating schedule.

Responsibilities

• Deliver excellent service to customers.
• Educate customers about banking options.
• Handle customer queries efficiently over the phone.

Skills

Customer service expertise

Problem-solving

Excellent listening skills

Bilingual in English and Welsh

Strong keyboard skills

Organizational skills

Job description

Overview

You'll be the first point of support for our personal banking customers in one of our telephony banking teams.

We'll look to you to deliver excellent service to our customers, keeping their needs and financial goals in mind at all times.

You'll be educating customers in the different ways they can do their banking and supporting them in choosing the options that work best for them.

This role is not eligible for Skilled Worker Visa sponsorship so applicants must have an alternative form of right to work in the UK.

What you'll do

In this role you'll be applying your customer service expertise when dealing with and referring customer queries. Whether it's carrying out day-to-day banking transactions like paying bills, or helping our customers identify products and services that are right for them; you'll be on the other end of the phone to take their calls. As a Customer Service Adviser, we'll count on you to let our customers know their options when banking with us, so they can make informed choices. You'll be helping our customers by:

• Making a positive impact on every customer call, efficiently and effectively having the right conversations to meet their needs
• Problem solving and building excellent relationships over the telephone, and providing a friendly, timely and professional service
• Building real connections with them and being dedicated to finding the rights solution to meet their needs
• Improving processes and procedures to maximise customer satisfaction and efficiency
• Maintaining a detailed knowledge of financial products and services to help resolve complex customer queries

This is a customer led role, so previous experience working in a customer service role is ideal. Telephony experience is an advantage, but not essential. Applicants must be both English and Welsh speaking.

Dedication and passion for helping customers is vital. You'll be a real people person, with excellent listening and communication skills. We're also looking for you to demonstrate:

• The determination to go the extra mile for our customers every day to provide that truly personal service
• The ability to achieve quality results while maintaining high levels of detail
• Strong keyboard skills and the ability to multitask, allowing you to navigate different systems and process information while talking to customers
• Good organisational skills and an enthusiasm to keep learning and developing new skills

We're here for our customers, whatever the time of day or night, so you'll need to be flexible and commit to working a rotating work pattern.

Your hours of work will be between 8am and 6pm Monday to Friday and between 9am and 4pm on Saturdays on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours. Bank Holiday working is a feature of this role. You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we'll help take your career to the next level.

How we'll reward you

• Salary: £26,010 per year (pro rata for hours worked). You'll join on a competitive salary of £26,010 and in addition you'll receive a contribution to help you save for retirement.
• You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme.
• You'll have a generous holiday entitlement of 33 days (pro rata for hours worked). You may be required to work Bank Holidays. Visit our reward and benefits page for more information on the benefit packages we offer.