Customer Support

Jobtailor; City of Edinburgh; On-site; GBP 18,000 - 24,000; Full time

Job summary

Jobtailor in Edinburgh seeks customer service professionals to provide face-to-face banking support, helping customers with everyday tasks and guiding them through digital channels. You will assist during important moments with empathy and care, building trust and confidence in financial services.

The role emphasizes responsive service for vulnerable customers, fraudResolution, and opportunities to grow into other customer-facing positions across channels, including phone and online support.

Qualifications

• Minimum of 12 months of customer service experience.
• People person who cares about helping customers with their finances.
• Ability to quickly build relationships to deliver a fantastic experience.
• Shows empathy, care and integrity – resolves queries to give customers confidence.
• Committed to delivering on promises and going above and beyond for customers.
• Genuine teammate who collaborates with colleagues to meet customers' needs.

Responsibilities

• Providing face‑to‑face support to customers.
• Handling everyday banking tasks.
• Helping people through important moments — offering reassurance, guidance and practical support.
• Supporting someone through a bereavement or resolving a fraud concern.
• Helping vulnerable customers and building confidence with digital banking.
• Promoting and supporting digital services, and helping customers use online and mobile banking independently.
• Recognizing opportunities to connect customers with the right products and services.
• Potentially progressing into other roles across the Group, including supporting customers by phone, online, or through channels like web chat, video or social media.

Skills

Customer service

Empathy

Relationship-building

Digital banking

Teamwork

Job description

• Providing face‑to‑face support to customers.
• Handling everyday banking tasks.
• Helping people through important moments — offering reassurance, guidance and practical support.
• Supporting someone through a bereavement or resolving a fraud concern.
• Helping vulnerable customers and building confidence with digital banking.
• Promoting and supporting digital services, and helping customers use online and mobile banking independently.
• Recognizing opportunities to connect customers with the right products and services.
• Potentially progressing into other roles across the Group, including supporting customers by phone, online, or through channels like web chat, video or social media.

Requirements

• A minimum of 12 months customer service experience.
• A people person – You’ll be honest and genuine, caring about helping people with their finances (no previous financial services experience required).
• The ability to quickly build relationships to give customers a fantastic experience.
• The passion to put yourself in the customers' shoes, show empathy, acting with care and integrity – taking time to resolve queries and giving our customers confidence in the service you’re providing.
• The commitment to deliver on your promises and going above and beyond for your customer.
• A genuine teammate - collaborating closely with colleagues to ensure your customers' needs are met.

Core Competencies

Demonstrates strong customer service skills with a focus on empathy, relationship building, and problem resolution. Capable of promoting digital banking services and providing practical support to customers during critical moments.

Highest-signal resume keywords

• Customer Service Experience
• Empathy
• Relationship Building
• Digital Banking Support
• Collaboration

Soft Skills

• Honesty
• Genuine Care
• Integrity
• Commitment
• Teamwork

Industry Keywords

• Digital Services
• Online Banking
• Mobile Banking
• Customer Experience
• Fraud Resolution
• Vulnerable Customers
• Bereavement Support