Customer Service Representative

Shawbrook Bank; Glasgow; On-site; GBP 22,000 - 28,000; Full time

Job summary

Shawbrook Bank is seeking a Customer Service Representative to join their team in Glasgow. This role involves managing customer inquiries, ensuring accurate administration of savings products, and maintaining high service standards. The ideal candidate will have a strong background in customer service and banking, with excellent communication and problem-solving skills.

Qualifications

• Experience in Customer Service is essential.
• Strong background in banking or financial services.
• Excellent written communication skills.

Responsibilities

• Dealing with account enquiries via telephone and providing information to customers.
• Administering customer accounts throughout their lifecycle.
• Handling customer queries via email, secure message, text, and chat.

Skills

Communication

Analytical skills

Problem-solving

Customer-focused approach

Tools

MS Office

Job description

We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products. The role involves direct liaison with customers via telephone and written correspondence, ensuring accuracy and adherence to processes and procedures.

1. Dealing with account enquiries via telephone and providing information to customers.
2. Administering customer accounts throughout their lifecycle.
3. Handling customer queries via email, secure message, text, and chat.
4. Processing all changes to customer static data.
5. Communicating and escalating potential issues or risks promptly and effectively.
6. Meeting internal targets to service customers quickly, efficiently, and accurately.
7. Identifying areas for improvement in the customer journey.
8. Staying updated with Shawbrook products, rates, and T&Cs for personal and business accounts.
9. Representing the Shawbrook brand professionally and confidentially.
10. Building strong relationships with customers and colleagues.

The Person

• Excellent written communication skills.
• Experience in Customer Service is essential.
• Strong background in banking or financial services.
• Sound analytical and problem-solving skills.
• Ability to learn new skills as the business grows.
• Proficient in MS Office (Excel, Word).
• Ability to work effectively as part of a team.
• Excellent planning and organizational skills.
• Ability to establish effective relationships at all levels.
• Customer-focused approach.