Customer Service Adviser -12 Month FTC

Gatehouse Bank Plc; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Specialist to enhance the customer journey for post-completion clients. This role involves managing inquiries, providing tailored support, and ensuring high-quality service standards. The ideal candidate will excel in a fast-paced environment, demonstrating strong problem-solving abilities and effective communication skills. Join a forward-thinking bank that values customer-centricity and offers a supportive work culture with attractive benefits. If you are passionate about delivering exceptional service and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

25 days holiday (increasing with service)

Pension plan

Private medical insurance

Income protection

Life assurance

Employee referral bonus

Qualifications

• Experience in customer service, ideally in financial services.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Act as a brand ambassador with a strong customer focus.
• Handle customer complaints with an emphasis on first point resolution.
• Support customers across all products via various channels.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Interpersonal Skills

Organizational Skills

Time Management

Flexibility

Teamwork

GCSE English and Mathematics

Education

GCSE English

GCSE Mathematics

Job description

Location: Milton Keynes

Job Summary

The purpose of this role is to be responsible for the entire customer journey for all post-completion customers. This includes supporting our customers during onboarding, managing daily inquiries, and handling specific support requests. The role involves supporting key business processes such as product transfers, redemptions, and additional lump sum payments. Upholding high-quality standards and providing customer-centric support are essential.

Key responsibilities

1. Act as a brand ambassador with a strong customer focus in all interactions.
2. Provide excellent customer service to ensure positive outcomes and lasting impressions.
3. Identify, support, and manage vulnerable customers with tailored communication styles.
4. Handle customer complaints with an emphasis on first point resolution.
5. Support customers across all products via various channels including phone, email, webchat, WhatsApp, and social media.
6. Promote process improvements with a strong customer focus.
7. Manage regulatory processes such as product switches, redemptions, and payments.
8. Produce calculations for key customer processes.
9. Address property-related or legal queries and liaise with legal teams.
10. Meet departmental and contractual service levels.
11. Maintain knowledge of policies and procedures to provide accurate and timely updates.
12. Own customer conversations and support first point of contact resolution.
13. Ensure timely regulatory correspondence.
14. Handle payments, allocate to correct accounts, and perform reconciliations.
15. Coordinate communications between bank, customers, and third parties.
16. Build relationships by listening actively and resolving issues efficiently and courteously.
17. Adapt approach as customer demands evolve.

Skills required

1. Experience in customer service, preferably in financial services.
2. Ability to multi-task in a fast-paced environment.
3. Problem-solving skills with the ability to provide real-time solutions.
4. Excellent communication and attention to detail.
5. Strong interpersonal, organizational, and PC skills.
6. Ability to meet deadlines and manage time effectively.
7. Flexibility and rationality in changing priorities.
8. Teamwork and professionalism.
9. GCSE English and Mathematics or equivalent.

About us

Founded in 2007, we are a challenger bank operating under Shariah principles, with offices in London, Milton Keynes, and Wilmslow. We offer personal and corporate savings, property finance, and real estate investment advisory services.

Our benefits include:

• 25 days holiday (increasing with service)
• Pension plan
• Private medical insurance
• Income protection
• Life assurance
• Employee referral bonus

Gatehouse Bank is an equal opportunity employer. We welcome applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion, marital status, or pregnancy.

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