Delight-Driven Customer Experience Advocate

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

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.