Customer Service Advisor - Part Time (22.5 hours per week)

Zempler Bank; Liverpool; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading FinTech bank in Liverpool is seeking a part-time Customer Service Advisor to deliver exceptional customer service. The role involves handling inquiries, complaints, and providing support to customers. Ideal candidates will demonstrate strong communication skills, resilience, and a commitment to customer satisfaction. The position offers competitive pay, a benefits allowance, and opportunities for career development.

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

• Customer-centric focus with a positive attitude.
• Ability to communicate effectively and collaboratively.
• Strong adaptability to work independently and as part of a team.
• Proficiency in using multiple applications.

Responsibilities

• Provide excellent customer service and resolve queries at first contact.
• Address customer complaints with empathy and professionalism.
• Demonstrate knowledge of products and services.
• Investigate solutions and maintain accurate documentation.
• Suggest improvements to enhance customer outcomes.

Skills

Empathy and Resilience

Excellent written and verbal communication

Adaptability

Technical proficiency in Microsoft Office

Enthusiasm for learning

Job description

Join Zempler Bank's Customer Service Team – Part-Time Opportunity

Are you looking for a stable, long-term career opportunity where you can make a real difference delivering first-class customer service? Are you looking for flexibility around your personal and/or family life?

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team, on a Part-Time (22.5 hours per week) shift pattern basis. 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.

Please note - This is a part-time 22.5 hours per week working shift pattern inclusive of the requirement to work each Saturday.

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 a fully 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.