Customer Service Agent - Front Office

Chetwood Bank; United Kingdom; Híbrido; GBP 25.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Birthday off

Pension with Royal London

Life Assurance

Private medical insurance

Hybrid working

Free breakfast

25 days holiday

Dental insurance

Descripción de la vacante

Chetwood Bank is seeking a Customer Service Agent - Front Office in Wrexham to join our Operations team. In this Full Time, 12 Month Fixed Term Contract role you will handle inbound and outbound communications across calls, emails and web chats, delivering excellent service and guiding customers to quick, accurate resolutions.

You will work as a brand ambassador for our financial products, respond to queries, identify issues and maintain high standards of accuracy and compliance while supporting

Formación

• Strong communication and customer service skills.
• Experience handling customer queries and complaints.
• GCSE English and Maths at grade C or higher.

Responsabilidades

• Handle inbound and outbound calls across channels.
• Respond to emails and web chats ensuring first-contact resolution where possible.
• Identify and report potential fraud in applications.
• Deliver exemplary service while adhering to regulatory frameworks.
• Assist customers and guide them through the journey with us.

Conocimientos

Excellent communication

Attention to detail

Customer service experience

Google Suite

Microsoft Office

Educación

A-Level or equivalent

GCSE English and Maths (C)

Descripción del empleo

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