Customer Service Adviser - NatWest Group

ImmigrationGPT; Bangor; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement savings plan

33 days holiday (pro rata)

Job summary

ImmigrationGPT in Bangor, North Wales, seeks a Customer Service Adviser to be the first point of contact for personal banking customers on our telephony banking team. You will educate customers on available banking channels and help them choose the best options while handling day-to-day transactions and queries.

The role requires strong customer service skills, the ability to communicate in both Welsh and English, and a commitment to delivering friendly, accurate support.

Qualifications

• Experience in customer service, preferably telephony-based.
• Welsh and English communication skills are essential.
• Ability to listen effectively and explain banking options clearly.

Responsibilities

• Be the first point of contact for personal banking customers by phone.
• Explain banking channels and help customers choose the best options.
• Process day-to-day banking tasks and resolve customer queries.
• Aim to improve customer satisfaction and service efficiency.
• Maintain knowledge of financial products to resolve complex questions.

Skills

Customer service

Telephone support

Bilingual English/Welsh

Communication

Listening

Tools

Phone systems

Job description

Join us as a Customer Service Adviser in Bangor, North Wales- 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 job does not meet Skilled Worker visa sponsorship requirementsWhat you'll doIn 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 queriesThe skills you'll needThis is a customer led role, so previous experience working in a customer service role is ideal. Telephony experience is an advantage, but not essential. To succeed in this role, you'll need to be able to speak and communicate effectively in both Welsh and English.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 skillsWhat else you'll need to knowWe'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 the hours of 8am and 6pm Monday to Sunday 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 youSalary: £27,090 per year (pro rata for hours worked)You'll join on a competitive salary of £27,090 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.