Customer Service Agent - Front Office

Chetwood Bank; Stansty; Hybrid; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Birthday off

Pension with Royal London

Life Assurance

Private medical insurance (AXA)

Breakfast provided

Job summary

Chetwood Bank in Wales is seeking a Customer Service Agent to join our Front Office in Wrexham on a 12-month fixed-term contract. You will handle inbound and outbound calls, emails and web chats, delivering courteous support across our financial product portfolio and ensuring first-contact resolution.

The role requires clear communication, attention to detail, and experience in customer-facing work. You will identify potential fraud, uphold regulatory standards, and act as a brand ambassador.

Qualifications

• Excellent communication with customers.
• Strong attention to detail when handling account data.
• Experience resolving customer complaints and complex cases, preferably by phone or online.
• Recent experience in a customer-facing role.
• GCSE English and Maths (C) or equivalent; A-Level qualification.

Responsibilities

• Answering inbound calls and addressing customer queries.
• Responding to customer queries via web-chat and email.
• Adapt to multiple communication channels as needed.
• Identify and report potential fraudulent applications per policy.
• Ensure compliant and positive customer journeys.

Skills

Excellent communication

Attention to detail

Customer service experience

Account data handling

Google Suite

Education

A-Level or equivalent

GCSE English & Maths (C)

Tools

Google Suite

Microsoft Office

Job description

Customer Service Agent - Front Office

Department: Operations

Employment Type: Full Time

Location: Wrexham

Reporting To: Chelsea Douglas

Compensation: £25,000 - £28,000 / year

Description

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. All our Customer Service Agents are brand ambassadors 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, via 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.
• Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
• 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

Job Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working
• Free breakfast available