Customer Service Representative, Telephony

NatWest Group; City of Edinburgh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent banking institution is seeking a Customer Service Representative in Edinburgh to deliver exceptional support to personal banking customers. The role involves educating customers on banking options, resolving queries, and providing a positive customer experience. Candidates should have a passion for service and strong communication skills. Flexible working hours with a competitive salary package are offered.

Benefits

33 days holiday entitlement, pro rata

Monthly retirement fund contribution

Flexible healthcare and lifestyle benefits

Qualifications

• Previous experience in customer service is ideal.
• Dedication and passion for helping customers is vital.
• Strong keyboard skills and ability to multitask.
• Enthusiasm for learning and developing new skills.

Responsibilities

• Deliver excellent service to banking customers over the phone.
• Educate customers on banking options.
• Resolve complex customer queries efficiently.
• Build relationships and provide timely service.

Skills

Customer service expertise

Excellent listening skills

Strong communication skills

Problem-solving skills

Organizational skills

Job description

Join us as a Customer Service Representative in Edinburgh

• 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

• We’ll support your personal development with trainings to achieve the industry recognised Foundation Certificate in Responsible Banking within the first two years

• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

As a Customer Service Representative , you’ll be applying your customer service expertise when dealing with and referring to customer s’ 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.

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 . W e’ll count on you to let our customers know their options when banking with us, so they can make informed choices.

You’ll also be helping our customers by:

• Making a positive impact on every customer call, and having efficien t and effective conversations to meet their needs

• Problem solving and building excellent relationships over the telephone, and providing friendly, timely and professional service

• Building real connections with our customers and demonstrating dedicat ion to find the right solution s to meet their needs

• Improving processes and procedures to maximise customer satisfaction and efficiency

• Maintaining 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. Telephony experience 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 great 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

How we'll reward you

You’ll join us on a competitive salary starting of £26,010 pro rata for the hours you work.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits , our fully flexible reward programme

• A generous holiday entitlement of 33 days, pro rata for hours worked

• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page .

What else you need to know

Your working pattern

You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be fully flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm, Monday to Sunday, on a rotational shift pattern and will include some bank holidays.

Your work life balance

As soon as you’re up to speed and settled in your new role, we’ll send you any kit you need to set yourself up for working from home. You can spend up to 60% of your time working from home, with the other 40% spent learning and connecting with your colleagues in one of our hubs.

Your learning journey

Your journey starts with a comprehensive training programme where you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support, and study towards a recognised external qualification that will open the door to further career opportunities too.

Hours

35

Job Posting Closing Date:

Job Posting Closing Date is not yet published. Ways of Working:Hybrid