Customer Service Representative

Spider Web Recruitment Ltd; Brentwood; On-site; GBP 24,000 - 29,000; Full time

Job summary

A financial services company in Brentwood is seeking a full-time Customer Service Representative to deliver exceptional service to members. You'll act as the first point of contact, assisting with transactions and inquiries while maintaining regulatory standards. The ideal candidate will have prior customer service experience, strong communication skills, and knowledge of financial products. This role offers a competitive salary and comprehensive benefits including 33 days holiday and pension contributions.

Benefits

Competitive salary

33 days holiday

Pension contributions

Employee extras

Qualifications

• Experience in a Customer Service Representative role, understanding financial products.
• Strong organisational skills to manage multiple priorities.
• Knowledge of complaint handling and supporting vulnerable customers is desirable.

Responsibilities

• Deliver exceptional customer service as the first point of contact.
• Handle customer transactions accurately and manage complaints effectively.
• Contribute to team objectives and support vulnerable customers.

Skills

Experience in customer service

Excellent verbal and written communication skills

Proactive approach

Technical proficiency with Microsoft applications

Job description

Customer Service Representative / Member Representative – Spider is advertising on behalf of our client who is seeking a Customer Service Representative / Member Representative to join their team on a full-time permanent basis in their Brentwood, Essex branch.

Why them?

They believe that financial well-being is a journey, not just a destination. As a mutual organisation, they exist solely for their members, prioritising their needs above all else. They are committed to building meaningful connections, delivering outstanding experiences, and making a positive impact in their communities. If you are passionate about helping others and want to be part of a team that truly makes a difference, they would love to hear from you.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of£24,375 per annum
• Holiday: 33 days holiday
• Pension:5 % employee contribution 8.5% employer contribution
• Employee Extras such as:Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

Once you have completed your three weeks of Academy training at the company’s head office, you will join the Brentwood branch as a Customer Service Representative / Member Representative. Acting as the first point of contact for their members, you will deliver exceptional customer service, identify needs, and manage end-to-end member transactions and administration in line with our quality assurance and operational standards.

This role is 35 hours per week, Monday – Friday 9am – 5pm with 2 x Saturdays per month 9am – 1pm which is paid at time and half (overtime rate)

Main Duties and responsibilities:

• Stay informed about company products and third-party services to enhance customer interactions, confidently discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution, adding value for both the member and the Society.
• Ensure compliance with regulatory, audit, and operational standards while meeting defined processes and service KPIs.
• Handle customer transactions accurately, keep members informed of any delays or issues, and manage complaints appropriately, taking ownership and providing effective resolutions.
• Identify and support vulnerable customers, ensuring their needs are met with empathy and care.
• Contribute to team objectives, including booking Financial Wellbeing Reviews and collaborating with colleagues and partners.

About you:

You will have experience in a similar Customer Service Representative / Member Representative role, with a good understanding of financial products and services. Excellent verbal and written communication skills, self-motivation, and a proactive approach are essential. You will thrive both independently and as part of a team, demonstrating strong organisational skills to manage multiple priorities. Technical proficiency with Microsoft applications is required, and knowledge of complaint handling and supporting vulnerable customers is desirable. Ideally you will hold a licence and vehicle as will need to travel to Saffron Walden for training, and although you will be based from the Brentwood branch you may be required to provide cover at other branches.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this could be your perfect match! Please apply by forwarding an up-to-date CV which outlines your relevant experience for this role to be considered.

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No recruitment agencies, please

Additional keywords: customer service, financial services, banking, client relations, administration, member representative, client services.

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