Customer Service Representative

NatWest Group; Bangor; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A leading banking institution in Bangor is seeking a Customer Service Representative to deliver exceptional service to customers. You will help them with banking options and ensure customer satisfaction. The role requires strong communication skills and flexibility to work in a rotating shift pattern. Competitive salary and benefits included.

Benefits

Generous holiday entitlement of 33 days

Contribution to retirement saving

Flexible reward programme with healthcare benefits

Qualifications

• Previous experience in a customer service role is ideal.
• Ability to speak Welsh is an advantage, but not essential.
• Dedication to helping customers is vital.

Responsibilities

• Deliver excellent service to customers in telephony banking teams.
• Educate customers about their banking options.
• Problem solve and build relationships over the phone.

Skills

Customer service expertise

Strong communication skills

Problem solving

Organizational skills

Job description

Join us as a Customer Service Representative in Bangor, North Wales

• You'll be the first point of support for our personal banking customers in one of our telephony banking teams
• 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 they can do their banking and supporting them in choosing the options that work best for them
• This role is not eligible for Skilled Worker Visa sponsorship so applicants must have an alternative form of right to work in the UK
• You'll work from home some of the time, but you'll also spend a significant amount of time working from the Bangor office

What you ll do

In this role you'll be applying your customer service expertise when dealing with and referring customer queries. Whether it's carrying out day-to-day banking transactions like paying bills, or helping our customers identify products and services that are right for them; you'll be on the other end of the phone to take their calls.

As a Customer Service Representative, we'll count on you to let our customers know their options when banking with us, so they can make informed choices.

You'll be helping our customers by:

• Making a positive impact on every customer call, efficiently and effectively having the right conversations to meet their needs
• Problem solving and building excellent relationships over the telephone, and providing a friendly, timely and professional service
• Building real connections with them and being dedicated to finding the rights solution to meet their needs
• Improving processes and procedures to maximise customer satisfaction and efficiency
• Maintaining a detailed knowledge of financial products and services to help resolve complex customer queries

The skills you ll need

This is a customer led role, so previous experience working in a customer service role is ideal. The ability to speak Welsh is an advantage, but not essential.

Dedication and passion for helping customers is vital. You'll be a real people person, with excellent listening and communication skills.

We're also looking for you to demonstrate:

• The determination to go the extra mile for our customers every day to provide that truly personal service
• The ability to achieve quality results while maintaining high levels of detail
• Strong keyboard skills and the ability to multitask, allowing you to navigate different systems and process information while talking to customers
• Good organisational skills and an enthusiasm to keep learning and developing new skills

What else you ll need to know

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 work pattern.

Your hours of work will be between 8am and 6pm Monday to Friday and between 9am and 4pm on Saturdays on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours.

Bank Holiday working is a feature of this role.

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

Salary: £26, 010 per year (pro rata for hours worked)

You'll join on a competitive salary of £26, 010 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 ll have a generous holiday entitlement of 33 days. (pro rata for hours worked) - you may be required to work Bank Holidays. Visit our reward and benefits page for more information on the benefit packages we offer.