Customer Service Advisor

Zempler Bank; Liverpool; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading FinTech bank in Liverpool is seeking a Customer Service Advisor to deliver excellent service and resolve customer queries. This role involves providing support for a variety of banking needs in a supportive environment. Ideal candidates will have strong communication skills and a commitment to customer satisfaction. Attractive benefits include competitive salary and generous holiday allowances.

Benefits

Competitive basic salary

Additional benefit allowance

26 days’ holiday, increasing to 33

Life Assurance

Pension salary sacrifice

LinkedIn Learning license

Family-friendly policies

Charity Volunteering Day

Free drinks and snacks

Qualifications

• Positive, committed attitude towards customer service.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively.

Responsibilities

• Provide excellent service and resolve queries at the first point of contact.
• Address and resolve customer challenges and complaints.
• Demonstrate knowledge of Zempler Bank's products and services.

Skills

Empathy

Resilience

Communication Skills

Adaptability

Technical Proficiency

Enthusiasm for Learning

Tools

Microsoft Office

Job description

Join Zempler Bank's Customer Service Team!

Are you looking for a stable, long-term career opportunity where you can make a real difference delivering first-class customer service?

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team. Within this crucial 1st line customer centric role, you’ll be a dedicated professional delivering service excellence to our customers, across a variety of product ranges.

Who We Are

Established in 2004, Zempler Bank is committed to making money simpler. We are a “Top 100 Best Companies” employer and a leading FinTech bank, recognized by the Competition & Markets Authority (CMA) in 2024 as the only UK bank to rank in the top five across all three categories within business banking.

The Role

Based on a permanent & on-site basis at the impressive “Spine” building in Liverpool (L7), the Customer Service Advisor will focus on first-touch resolution, aiming to make us ‘easy to do business with’ as well as becoming 'the UK's best-loved bank'. After an initial 6-week full-time & paid training period, the Customer Service Advisor will handle a variety of service-based requests, challenges, and issues our customers face related to their day-to-day banking needs, as well as providing support for our most vulnerable customers to ensure everyone gets the right outcome. This Customer Service Advisor job will provide a strong platform for an empathetic and dedicated individual to “see beneath the bonnet” of a digital bank, in a stable and supportive environment as well as providing the potential for good learning & career development prospects in the future.

Key Responsibilities

• Customer Experience: Provide excellent service, including for our most vulnerable customers, by resolving queries at the first point of contact.
• Complaint Resolution: Address and resolve customer challenges & complaints with empathy, professionalism and proactiveness.
• Product Knowledge: Demonstrate effective knowledge of Zempler Bank's products and services.
• Problem Solving: Investigate solutions through various systems and platforms, ensuring accurate responses within agreed Service-Level-Agreements (SLAs).
• Documentation: Maintain clear and accurate notes on our systems for each customer interaction.
• Process Improvement: Identify and suggest improvements to enhance customer outcomes.

What We're Looking For

• Empathy and Resilience: A customer-centric focus with a positive, committed attitude.
• Communication Skills: Excellent written and verbal communication, with a collaborative approach.
• Adaptability: Ability to work independently and as part of a team.
• Technical Proficiency: Strong working knowledge of Microsoft Office and adept at using multiple applications simultaneously.
• Enthusiasm for Learning: A keen interest in personal and career development.

In Return You’ll Enjoy

• Competitive basic salary.
• Additional benefit allowance representing 7.5% of your annual salary.
• 26 days’ holiday, increasing each year of service to 33 days.
• Option to buy and sell up to 5 days of holiday each year.
• 4 x Life Assurance.
• Pension salary sacrifice.
• LinkedIn Learning license.
• Family-friendly policies.
• Regular social activities and team events.
• Charity Volunteering Day.
• Free drinks and snacks in the office.

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.