Customer Service Officer - Premier Banking

Royal Bank of Scotland; Manchester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday (pro rata)

Benefits package (protection, health,/

Pension contribution

Job summary

Royal Bank of Scotland is hiring a Customer Service Officer for Premier Banking. The role involves handling inbound calls, guiding customers on banking options, and ensuring a seamless service experience. Training and ongoing coaching support are provided.

You'll work hybrid at our Manchester office, about 35 hours per week across five days, including weekends in a 12-week rotation, with 6 months probation before additional in-office commitments.

Qualifications

• Experience in a customer-focused environment.
• Ability to understand needs and provide appropriate solutions while meeting performance/quality standards.
• Excellent communication skills, verbal and written.
• Ability to multitask and manage high volumes of customer interactions.
• Positive attitude towards developing new skills and embracing feedback.
• Good technology skills and ability to stay detail-oriented.
• Demonstrates empathy and composure when handling inquiries.

Responsibilities

• Handle inbound calls from Premier Customers delivering an exceptional service.
• Assist customers with payments, banking queries, product information, or scheduling meetings with a relationship manager.
• Take ownership of calls and resolve queries to restore customer satisfaction.
• Maintain relationships with colleagues to support customers and align with business goals.
• Identify complaints and ensure the customer relationship is restored.
• Suggest process improvements to maximize satisfaction and efficiency.

Skills

Communication

Fast-paced environment

Customer-first

Learning mindset

Tech literacy

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.

Hours

35

Job Posting Closing Date: Job Posting Closing Date is not yet published.

Ways of Working:Hybrid