Customer Service Representative

Spider Web Recruitment Ltd; Cambridge; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading financial services organization is seeking a passionate Customer Service Representative to join their team in Saffron Walden. This full-time role involves ensuring exceptional customer experiences while managing financial transactions and providing assistance with various services. The company offers a competitive salary, extensive benefits, and a supportive work environment that values employee contributions.

Benefits

33 days holiday

5% employee contribution pension, 8.5% employer contribution

Income protection

Life assurance

Comprehensive wellbeing support

Salary sacrifice schemes

Qualifications

• Experience in a Customer Services/Member Representative role.
• Solid understanding of financial products and services.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver high-level customer service, manage member transactions.
• Ensure compliance with operational standards and KPIs.
• Identify and safeguard vulnerable customers.

Skills

Communication

Teamwork

Organizational Skills

Customer Service

Complaint Handling

Tools

Microsoft Software Applications

Job description

Customer Service Representative / Member Representative –Our client is looking for aCustomer Service Representative / Member Representativeto join their team on afull-time permanent basisin our branch based inSaffron Walden, Essex.

Why this company?

Theybelieve that financial happiness is not just a destination; it’s a journey they embark on together with their members and communities. As a mutual organisation, they exist solely for their members’ benefit, prioritising their needs above all else. Their commitment to fostering financial well-being drives them to create meaningful connections, deliver exceptional experiences, and leave a legacy in their communities. If you’re passionate about helping others and want to be part of a team that makes a difference, they invite you to join them.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of£23,500 per annum with Saturdays paid as overtime, time and half
• 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:

Upon completion of your 3 weeks Academy training, you will work in the branch as aCustomer Service Representative / Member Representative.As the first point of contact for their members, you will deliver a high level of customer service, identify needs and handle end-to-end member transactions and administration in line with their quality assurance and operational standards.

In this role, you will work35 hours per week Monday – Friday 9am – 5pm with 2 x Saturdays per month (classed as overtime) which will be on a rota basis to be worked 9am – 12pm.

Main Duties and responsibilities:

• Keep up to date with product offerings and third-party services to enhance customer interactions and deliver high-quality customer service and demonstrate confidence in discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution to add value to both the customer and the Society.
• Ensure compliance with regulatory, audit, and operational standards, meeting defined processes and customer service KPIs.
• Manage customer transactions efficiently and accurately, keeping members informed of any delays or issues, handle complaints in accordance with our policy, taking ownership and providing appropriate resolutions.
• Identify and safeguard vulnerable customers, ensuring their needs are met with empathy and care.
• Contribute to team goals, including booking Financial Wellbeing Reviews and collaborating with partners.

About you:

You will have experience in a similarCustomer Services/ Member Representativerole with a solid understanding of financial products and services. Possessing excellent verbal and written communication skills and demonstrate self-motivation with a proactive approach to tasks. A strong team spirit and the ability to work collaboratively while thriving independently are essential. You must exhibit strong organisational skills to manage multiple priorities effectively and have technical proficiency with Microsoft software applications. A good understanding of complaint handling and identifying vulnerable customers is desirable for this role.

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

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