Customer Service Advisor

Mettle; Manchester; On-site; GBP 22,000 - 27,000; Full time

Job summary

Join a leading financial services company as a Customer Service Advisor in Manchester. In this role, you will provide crucial support to customers, enhance service efficiency, and contribute to process improvements. Ideal candidates should have experience in frontline customer service, particularly in financial services, and possess strong analytical and organizational skills.

Qualifications

• Experience in providing frontline customer service in financial services.
• Ability to analyze performance data effectively.
• Understanding of contact center operations.

Responsibilities

• Providing support to customers and colleagues in contact centres.
• Responding to queries relating to business processes and policies.
• Coordinating improvements to enhance operational efficiency.

Skills

Analytical skills

Planning

Organizational skills

Attention to detail

Communication

Tools

Microsoft Office

Job description

Mettle Manchester, England, United Kingdom

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Mettle Manchester, England, United Kingdom

Join to apply for the Customer Service Advisor role at Mettle

Power up what you do

This role is in Mettle

Mettle is for sole traders and limited companies with up to two owners (only one owner can access the account).

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Job Description

Join us as a Customer Service Advisor at Mettle

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
  
  
  

What You'll Do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries at the first point of contact, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences
  
  
  

The Skills You'll Need

To be successful in this role, you’ll need to have experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word
• It would beneficial but not essential to have experience of handling lending related queries
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

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