Senior Customer Service Agent

West Bromwich Building Society; West Midlands; On-site; GBP 27,000; Full time

Job summary

A prominent financial institution in West Bromwich is seeking a Senior Customer Service Agent to enhance customer experiences and support the development of service agents. The successful candidate will have a positive, customer-centric attitude and prior experience in service roles. Competitive salary of £26,799 with opportunities for personal development and excellent perks is offered.

Benefits

Holiday starting at 25 days plus bank holidays

2 paid volunteering days per year

Enhanced maternity, paternity, and adoption leave

Life assurance at 4 times salary

Private medical insurance

Salary Sacrifice Electric/Hybrid Car Scheme

Perkbox account for discounts and wellbeing tools

Qualifications

• Experience in coaching and developing others.
• Ability to listen and understand customer needs.
• Strong interest in personal development.

Responsibilities

• Provide excellent customer service.
• Complete regulatory tasks and frameworks.
• Coach and develop Customer Service Agents.
• Handle customer complaints effectively.
• Review feedback and make improvements.
• Stay updated on regulatory changes.
• Monitor resource levels in line with forecasting.
• Support training and monitoring of new starters.

Skills

Positive attitude

Customer centricity

Calm communication

Team spirit

Empathy

Flexibility

Previous customer service experience

Curious mindset

Job description

Senior Customer Service Agent

Location: West Bromwich

Salary: £26,799 per annum

Hours: 35 hours per week - Hours of work will be between 08:30am – 18:00pm Monday – Friday and 8:30am-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. So, whether our customers are looking to own their first home or have savings they can rely on, we’ll do everything we can to help them build the life they want bit by bit. We’re all about customer experience, which means we do 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 our 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 Agent’s using 121’s, buzz sessions, levelling sessions and team meetings.
• Handling complaints with a right first-time approach seeking resolution for the customer and offering suggestions of improvement for the business.
• Reviewing customer feedback to make things easier for our customers and colleagues.
• Staying up to date on changes to regulation so that processes can be changed accordingly, and communications can be 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:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• An infectious team spirit who’s ready to collaborate and share ideas.
• A calm, clear, and confident communicator who has experience in coaching and developing others.
• A customer centric person who holds a genuine interest in customers and their needs.
• Empathy, we want you to put yourself in others’ shoes. You’ll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Flexibility, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Previous experience delivering great customer service.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills.

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%.
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom? At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We’re proud of our heritage and absolutely believe that the West Brom is a great place to work.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for.

The West Brom is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to equal opportunities and welcome applications from all sections of the community.