Customer Service Advisor

TCC Group; Cardiff; Hybrid; GBP 24,000 - 28,000; Part time

Job summary

TCC Group is seeking a Customer Service Advisor in the Banking division. You will be the first point of contact for customers, helping to resolve a wide range of queries across telephone, email, live chat and social media.

This fast-paced role offers ownership of customer issues and the chance to contribute ideas for service improvements. Training on site for five weeks, then a hybrid working model with shift patterns across five days.

Qualifications

• Previous customer service experience is essential.
• Contact centre experience is beneficial but not required.
• Excellent written and verbal communication skills.
• Comfortable working in a fast-moving environment where priorities can change quickly.
• Resilient and able to manage challenging customer interactions with professionalism and empathy.

Responsibilities

• Deliver excellent customer service via telephone, email, live chat, and social media channels.
• Take ownership of customer enquiries and provide effective solutions in a timely manner.
• Maintain high standards of service and continuously seek ways to improve the customer experience.
• Handle customer complaints professionally and elevate issues where appropriate.
• Support continuous improvement initiatives within the customer service function.
• Identify opportunities to improve processes, procedures, and workflows.
• Work collaboratively within a dynamic and supportive team environment.

Skills

Multichannel comms

Customer service

Problem solving

Resilience

Job description

Our clients Customer Service team plays a vital role in delivering an outstanding experience to customers. As a Customer Service Advisor within the Banking division, you will be the first point of contact for customers, helping to resolve a wide range of queries and providing support across multiple communication channels.

This is a varied and fast-paced role where no two days are the same. You'll have the opportunity to take ownership of customer issues, contribute ideas for service improvements, and make a genuine difference to the customer experience. We are looking for individuals who are passionate about helping others and committed to delivering exceptional service.

Salary: Up To £28,000 FTE, £24,000 per annum for a 30 hr contract

Working Hours: You will be required to work on a shift rotation basis of 5 days across Monday to Sunday

Candidates would be expected to work rotation shifts across the following hours: 7am-3.30pm, 8.30am-5pm, 9am-5.30pm and 11.30am-8pm

Work Location: You will be required to train on site full time for 5 weeks and then will move to a hybrid model.

Key Responsibilities

• Deliver excellent customer service via telephone, email, live chat, and social media channels.
• Take ownership of customer enquiries and provide effective solutions in a timely manner.
• Maintain high standards of service and continuously seek ways to improve the customer experience.
• Handle customer complaints professionally and elevate issues where appropriate.
• Support continuous improvement initiatives within the customer service function.
• Identify opportunities to improve processes, procedures, and workflows.
• Work collaboratively within a dynamic and supportive team environment.

About You

• Previous customer service experience is essential.
• Contact centre experience is beneficial but not required.
• Confident communicating with customers across a range of channels, particularly by telephone.
• Excellent written and verbal communication skills.
• Comfortable working in a fast-moving environment where priorities can change quickly.
• Resilient and able to manage challenging customer interactions with professionalism and empathy.
• Strong problem-solving skills and a customer-focused mindset.
• Competent IT skills and confidence using multiple systems and applications.