Senior Customer Service Agent

the West Brom; West Bromwich; On-site; GBP 27,000; Full time

Job summary

A leading financial services provider in West Bromwich seeks a Senior Customer Service Agent to deliver exceptional service. Responsibilities include coaching team members, resolving complaints, and enhancing customer experiences. Ideal candidates should possess strong communication skills and a customer-centric attitude. A competitive salary and various benefits are offered, including development opportunities and flexible working options.

Benefits

Holiday starting at 175 hours plus bank holidays

2 paid volunteering days per year

Private medical insurance with family options

Salary sacrifice Electric/Hybrid Car Scheme

Flexible working options

Qualifications

• Previous experience delivering great customer service.
• A positive, helpful, and supportive attitude.
• Infectious team spirit to collaborate and share ideas.

Responsibilities

• Providing an excellent customer service experience.
• Coaching and developing Customer Service Agents.
• Handling complaints with a right first-time approach.

Skills

Customer-centric approach

Coaching and developing others

Calm and clear communication

Empathy

Flexibility

Team spirit

Previous customer service experience

Curiosity and willingness to learn

Job description

Overview

Senior Customer Service Agent

Location: West Bromwich

Salary: £26,799 per annum

Hours: 35 hours per week – 08:30am to 18:00pm Monday to Friday and 08:30am to 12:30pm on Saturdays (Saturdays on a rota basis)

Contract Type: Annualised contract

We’re made for each other

At the West Brom, we know solid futures don’t happen overnight. Our customers look to own their first home or have savings they can rely on; we help them build the life they want bit by bit. We’re focused on customer experience and doing the right thing, not just the easy thing. Whatever your role, you’ll put the customer at the heart of everything you do and make a positive lifelong impression.

What you’ll be doing

• Providing a service so good that customers tell their friends and family about us and acting as a role model for Customer Service Agents to do the same.
• Completing risk and control framework requirements including regulatory and compliance-based tasks.
• Coaching and developing Customer Service Agents using 1:1s, buzz sessions, leveling sessions and team meetings.
• Handling complaints with a right first-time approach, seeking resolution for the customer and offering improvement suggestions for the business.
• Reviewing customer feedback to make things easier for customers and colleagues.
• Staying up to date on changes to regulation so processes can be adjusted and communications sent to the team.
• Monitoring resource levels in line with forecasting to proactively make changes where necessary.
• Supporting with sign-off training and enhanced monitoring including additional coaching for new starters joining the business.
• Working on your Personal Development Plan to continually develop your skill set.

What we’re looking for

• A positive, helpful, and supportive attitude with the ability to make a heartfelt impression on customers.
• An infectious team spirit ready to collaborate and share ideas.
• A calm, clear, and confident communicator with experience in coaching and developing others.
• A customer-centric person who genuinely cares about customers and their needs.
• Empathy — the ability to listen, understand, and support customers and colleagues.
• Flexibility — willingness to step up to help the team and other teams, especially during busy times.
• Previous experience delivering great customer service.
• A curious mindset, willingness to learn and grow, and openness to challenges and developing new skills.

We Value a diverse range of skills and experiences here at the West Brom. If you don’t meet every requirement but are passionate about the role, we still encourage you to apply.

What’s in it for you

• Development opportunities and a preference to promote from within where possible.
• Holiday starting at 175 hours (25 days) plus bank holidays, with the option to buy or sell up to 5 days per year.
• 2 paid volunteering days per year.
• Living pension: pension scheme starting at 5% employee contribution and 7% employer contribution, with matching up to 10.6%.
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave.
• Life assurance provided at 4 times salary.
• Yearly performance-related pay and pay review.
• Private medical insurance with family options; discounted as tenure grows.
• Salary sacrifice Electric/Hybrid Car Scheme.
• Perkbox account for perks, discounts, wellbeing tools, and more.
• Flexible working options and wellbeing support.
• And more as part of a welcoming West Bromness culture.

Why choose the West Brom?

We value our employees as unique individuals and believe the West Brom is a great place to work. Our people are the West Brom’s biggest asset and help turn our vision into reality through care for customers and communities.

We’re a Disability Confident Leader and encourage disabled applicants and applicants from diverse backgrounds to apply. We’ll adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any applying support, contact [e-mail].

Do it today and click apply!

*Please note – We reserve the right to withdraw adverts earlier than the original expiry date, so please submit your application promptly.*

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.