Customer Support

Jobtailor; Inverness; On-site; GBP 18,000 - 24,000; Full time

Job summary

Bank of Scotland is seeking a Customer Support Advisor to help customers face to face in branches across Inverness and surrounding areas. You will handle everyday banking tasks, promote digital services, and assist customers with online and mobile banking.

This role focuses on delivering a fantastic customer experience, empathic support for vulnerable customers, and building relationships. You may progress to broader customer support roles across channels in time.

Qualifications

• Minimum of 12 months customer service experience.
• No previous financial services experience required.
• Ability to quickly build relationships and provide a fantastic customer experience.
• Empathy, care and integrity when supporting customers.
• Ability to remain calm under pressure and adapt to different customer needs.
• Commitment to deliver on promises and go above and beyond for customers.
• Genuine teammate who collaborates closely with colleagues.
• Ability to work 35 hours per week, including Saturdays.

Responsibilities

• Provide face-to-face support to Bank of Scotland customers in branches.
• Handle everyday banking tasks and assist with digital services.
• Support customers through bereavement, fraud concerns, vulnerability and digital banking needs.
• Promote and support online and mobile banking.
• Help customers use online banking independently.
• Connect customers with suitable products and services.
• Travel across Bank of Scotland branches within a reasonable distance.
• Progress into customer support roles via multiple channels.
• Develop skills and accreditations through the Skill Progression Framework.

Skills

Customer service excellence

Relationship building

Empathy

Communication skills

Team player

Job description

• Provide face-to-face support to customers in Bank of Scotland branches
• Handle everyday banking tasks
• Support customers through bereavement, fraud concerns, vulnerability and digital banking needs
• Promote and support digital services
• Help customers use online and mobile banking independently
• Connect customers with appropriate products and services
• Work across Bank of Scotland branches within a reasonable distance
• Potentially progress into customer support roles via phone, online, web chat, video or social media
• Develop skills, handle increasingly complex customer needs and earn accreditations through the Skill Progression Framework

Requirements

• Minimum of 12 months customer service experience
• No previous financial services experience required
• Ability to quickly build relationships and provide a fantastic customer experience
• Empathy, care and integrity when supporting customers
• Ability to remain calm under pressure and adapt to different customer needs
• Commitment to deliver on promises and go above and beyond for customers
• Genuine teammate who collaborates closely with colleagues
• Ability to work 35 hours per week, including Saturdays

Core Competencies

Demonstrates strong customer service skills with the ability to build relationships and provide empathetic support. Proficient in promoting digital banking services and adapting to diverse customer needs.