Customer Service Advisor

Santander; Belfast; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading financial services company in Belfast is seeking Customer Service Advisors to provide outstanding service and support to customers. You will handle transactions, manage queries, and build strong customer relationships. The ideal candidate should have effective communication skills and a passion for helping customers. This role offers a competitive salary package and a hybrid working model.

Benefits

25 days' holiday plus bank holidays

Discretionary annual bonus

Pension contribution

Voluntary healthcare benefits

Access to wellbeing apps

Qualifications

• Passionate about delivering outstanding customer service, previous financial services experience isn't essential.
• Ability to listen and communicate effectively with customers.

Responsibilities

• Act as the first point of contact for customers.
• Assist with day-to-day transactions and queries.
• Update customer records.
• Help keep customers and the bank safe.
• Build relationships and find solutions.

Skills

Outstanding customer service

Effective communication

Teamwork

Flexibility

Job description

Overview

Join our community.

We are currently recruiting Customer Service Advisors with a starting package up to £26,180, this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £1680 discretionary performance related bonus.

For our customers, you'll be more than just the friendly face and voice of Santander. You'll be a listener and problem solver. Whether you're helping someone with a simple cash transaction, aiding them with technology, transacting with them over the phone or protecting your customers against fraud and scams, you'll never know what the next challenge will be.

We'll help you to develop the skills needed to build strong customer relationships, take ownership, and deliver a great customer experience.

You'll be flexible in your approach and comfortable in undertaking a broad range of activities. This means not limiting your time and focus on one element of your role. You'll thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. And you'll be encouraged \u2018Think Customer\u2019 and share ideas on improving processes and customer experience. You're the eyes and ears of our business after all.

The difference you'll make:

• Acting as the first point of contact for customers over the phone
• Assisting with day-to-day transactions, queries, and servicing
• Updating customer records
• Helping to keep our customers and the bank safe
• Building relationships and finding solutions
• Developing your knowledge of services and products to help our customers
• Identifying new ways to improve the customer experience

What you'll bring:

• Passionate about delivering outstanding customer service either from a face to face or a telephony background, previous financial services background isn't essential as we'll provide you training
• The ability to listen and communicate effectively with customers to truly understand their needs

It would also be nice for you to have:

• A real desire to go above-and-beyond for customers
• Effective team working skills with a flexible, can-do approach to work
• Ability to follow process but also think on your feet
• Openness to a broad range of activities even if outside of standard expectations
• You will require the right to work in the UK (please see details below)

What else you need to know:

Our preferred location for this role is Belfast, but we'll also consider locating the role in Bradford and Glasgow.

We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you apply for this role in any of these locations, it's important you consider your travelling distance, time and cost from your home to the office location(s).

We're happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

If you're interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.

This role is 35 hours per week with the following alternate shift patterns:

Week 1 - Monday to Saturday 08:00 - 16:00 (1 in 2 Saturday's, flexible lieu day)

Week 2 - Monday to Saturday 10:00 - 18:00 (1 in 2 Saturday's, flexible lieu day)

Inclusion.

At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains, and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we'll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits
• 25 days' holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• Eligible for a discretionary performance-related annual bonus
• Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
• Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass
• We put 8% of salary into your pension, even if you don't contribute yourself. We'll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer
• Support your favourite causes through charitable giving and our community partnerships
• Share in Santander's success by investing in our share plans
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

For further information and to submit your application, click the apply icon.