Customer Service Representative

Julian Hodge Bank Limited; Cardiff; On-site; GBP 19,000 - 23,000; Full time

Job summary

Julian Hodge Bank Limited in Cardiff is seeking a Customer Service Representative to deliver an excellent customer experience via phone or email. You will work with colleagues to improve processes and support our social purpose across communities.

The role requires empathy, clear communication, and accuracy when updating records, while following role-specific procedures and escalating complex issues to the appropriate team when necessary. A proactive approach to personal development is valued.

Qualifications

• Passion for delighting customers and delivering on promises

Responsibilities

• Take customer calls in line with planned schedules
• Communicate with customers in a positive tone with empathy
• Follow procedures to ensure good outcomes for customers
• Complete administrative tasks accurately and within timescales
• Update customer accounts and records based on conversations
• Identify and record complaints and vulnerabilities and provide appropriate support
• Escalate when unable to provide required support to the relevant team
• Look for continuous improvements and support colleagues
• Develop professionally and seek opportunities for growth

Skills

Customer service

Phone etiquette

Verbal and written communication

Office 365

Tools

Office 365

Job description

Do you want to be part of a force for good, helping to make life better for customers and society in the moments that matter? At Hodge, we put people at the heart of our business, and that means our customers, colleagues and communities. Hodge is a Welsh financial services provider focused on real estate finance and specialist residential mortgage markets.

The Customer Service Representative will deliver a great experience and good outcomes to Hodge customers who choose to contact us by telephone or email. They will continuously consider opportunities to improve the way things are done and support colleagues, helping to make Hodge a great place to work.

Essential Experience:

• Able to evidence a passion for delighting customers and delivering on promises made to them.
• Excellent verbal and written communication skills.
• Previous experience within a Customer Services role.
• Demonstrate proficiency in using Office 365 applications.

Key Responsibilities will include:

• Be available to take customer calls in line with planned schedules.
• Communicate with customers in a positive tone of voice, ensuring they are treated with kindness, compassion and empathy especially at times when they really need our help.
• Follow role and task specific procedures to ensure consistently good outcomes are delivered for our customers.
• Complete all administrative tasks (e.g. emails, post, property sales and other ad hoc duties) allocated accurately and within agreed timescales.
• Ensure customer accounts and system records are accurately updated based on the conversation that has taken place with the customer.
• Identify and record details of customer complaints and vulnerabilities and provide the appropriate support at these key moments of truth.
• Identify when you are unable to provide the support required by the customer and *escalate* to the relevant team or role at Hodge (e.g. Team Leader, Complaints, Customer Care).
• Be relentless in looking for new improved ways to do things to help Hodge to continuously improve.
• Look for ways to support other colleagues and play a key role in making all colleagues feel welcome, ensuring Hodge is a great place to work.
• Be proactive in your personal development and relentless in identifying opportunities for continued development.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, media, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We're currently exploring different certifications available and have done an initial review of how we think we'd fare, as we see this as a real opportunity for Hodge given our social purpose.