Customer Service Agent

Chetwood Bank; Wrexham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday

Birthday off

Pension (Royal London)

Life Assurance

Private medical

Dental and optical health insurance

Free breakfast

Job summary

Chetwood Bank, a UK-based digital bank, is seeking a Customer Service Agent for a 12 Month Fixed Term Contract. You will handle incoming and outgoing contact across multiple channels, delivering support across our product portfolio and resolving queries to ensure exemplary service and good customer outcomes.

Primary duties include answering phones, responding to emails and web chats, and acting as a brand ambassador for our financial products.

Qualifications

• Qualified to at least A-Level or equivalent with solid academic background.
• GCSE English and Maths at grade C or above.
• IT literate with Google Suite and Microsoft Office.
• Experience in a customer-facing role is required.
• Experience handling complaints and complex cases, ideally over phone or online.
• Relevant, recent customer-facing experience.

Responsibilities

• Answer inbound calls and address customer queries.
• Respond to emails and web chats.
• Adapt to multiple communication channels.
• Identify and handle complaints per regulations.
• Identify potentially fraudulent applications and report findings.

Skills

Communication skills

Empathy

Complaint handling

Customer data handling

A-Level or equivalent

GCSE English & Maths

IT literacy

Multichannel support

Education

A-Level or equivalent

GCSE English & Maths

Tools

Google Suite

Microsoft Office

Job description

We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

This is a 12 Month Fixed Term Contract

As a Customer Service Agent you will handle incoming and outgoing contact across a variety of communication channels. You will deliver support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary and good customer outcomes are achieved. Primary duties include answering phones, responding to emails and web chats. You will be a brand ambassador for our financial products and aim to satisfy customer queries within their first point of contact.

Key Responsibilities:

• Answering inbound calls, addressing customer queries and questions.
• Responding to customer queries and resolving issues through web-chat and email.
• Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
• Identify and handle customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
• Identify potentially fraudulent applications and report any findings to the relevant team.

Skills, Knowledge & Expertise:

• Excellent communication skills to effectively communicate with customers, demonstrating warmth, empathy and understanding is crucial.
• Strong attention to detail and experience working directly with customer account data.
• Experience handling customer complaints and complex cases ideally over the phone or online.
• Relevant, recent experience in a customer facing role.
• Qualified to at least A-Level or equivalent with a solid academic background.
• Minimum of GCSE grade C in English and Maths.
• IT literate, including Google suite and Microsoft products.
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Free breakfast available

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.