Customer Service Officer - Premier Banking

NatWest Group; Manchester; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Private pension contribution

Healthcare options

33 days holiday (pro rata)

Job summary

NatWest Group in Manchester is seeking a Customer Service Officer in Premier Banking to deliver excellent service on inbound calls, educate customers on banking options, and help them choose the best financial solutions.

You will handle a rotating shift pattern totaling 35 hours over 5 days, with 6 months’ probation. After probation you will work 2 days a week in the Manchester office; a comprehensive training programme and ongoing coaching support are provided.

Qualifications

• Experience in a customer-focused environment delivering excellent service and building relationships with customers.
• Ability to handle a high volume of calls while maintaining accuracy and professionalism.
• Willingness to adapt and learn new processes and systems.

Responsibilities

• Take full ownership of calls, resolve customer queries, and provide an outstanding experience.
• Maintain relationships within the department to support customers and align with business aims.
• Identify complaints and errors and restore the relationship with the customer.
• Improve processes to maximise customer satisfaction and efficiency.

Skills

Communication skills

Call centre experience

Rapport building

Willingness to learn

Technology skills

Resilience & empathy

Job description

Join us as a Customer Service Officer in Premier Banking

• We'll look to you to deliver excellent service to our customers, keeping their needs and financial goals in mind at all times
• You'll be educating customers in the different ways to Bank and supporting them in choosing the options that work best for them
• You'll be a detail-orientated person able to complete processes and procedures while providing each customer with a seamless experience
• This job does not meet Skilled Worker visa sponsorship requirements

What you ll do

You'll handle inbound calls from Premier Customers regarding a wide range of queries delivering an exceptional service to everyone you speak to. Whether it's making payments, dealing with banking queries, providing product information or booking customers in to discuss their finances with a relationship manager, you'll be there to help.

Your duties will include

• Taking full ownership of your calls, solving customers' queries and providing an outstanding memorable customer experience
• Maintaining relationships with colleagues in your department to support customers and maintain an awareness of the wider aims of the business
• Identifying complaints and errors quickly and making sure that the relationship with the customer is fully restored
• Improving processes and procedures to maximise customer satisfaction and efficiency

The skills you ll need

You ll have experience working in a customer-focused environment, with a passion for delivering excellent service and building positive relationships with customers. You ll enjoy helping customers by understanding their needs and finding the right solutions while meeting performance and quality standards.

We're also looking for you to demonstrate:

• Excellent communication skills, both verbal and written with the ability to build rapport and adapt your approach to different customers
• Confidence working in a fast-paced contact centre environment, managing a high volume of customer interactions while maintaining attention to detail
• A genuine commitment to putting customers first, going the extra mile to provide a personalised and effortless experience
• A positive attitude towards developing new skills, embracing feedback, and developing your knowledge
• Good technology skills with the ability to multitask whilst talking to customers
• Resilience empathy, and the ability to remain calm and professional when handling a range of customer enquiries

Working here

• We re here for our customers, whatever the time of day or night, so you ll need to be flexible and commit to working a rotating shift pattern
• You'll work 35 hours over 5 days between the hours of 7.00am and 9.00pm, this will include 3 weekend shifts, a Saturday or Sunday in a 12 week period. We ll discuss your hours in more detail at your interview
• Upon completing your 6 month probation, you ll be required to work 2 days a week in our Manchester office
• You ll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you re ready, we'll help take your career to the next level

How we ll reward you

You'll join on a competitive salary of £27,090 and in addition you'll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. You will have a generous holiday entitlement of 33 days (pro rata for hours worked) - you may be required to work bank holidays. Visit our rewards and benefits page for more information on the benefits packages we offer.