Senior Customer Service Executive

jobs.jerseyeveningpost.com-job boards; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial services organization is seeking a Senior Customer Service Executive to join their Local Banking team. This crucial role involves delivering exceptional customer service, handling complex queries, and mentoring junior colleagues. Candidates should have excellent communication skills and a solid understanding of banking systems. The supportive work environment promotes staff development and service excellence.

Qualifications

• Excellent communication and client care skills are essential.
• Experience in handling customer enquiries and issues.
• Ability to mentor and support junior team members.

Responsibilities

• Deliver exceptional customer service and handle complex enquiries.
• Support and mentor junior colleagues in the team.
• Identify and suggest improvements for service efficiency.

Skills

Excellent written and verbal communication skills

Ability to work independently and collaboratively

Proficient in banking systems and CRM tools

Strong interest in continuous learning

Proactive mindset

Flexible and positive approach

Understanding of banking regulations

Tools

Banking systems

CRM tools

Job description

Overview

Our client is seeking a Senior Customer Service Executive to join their Local Banking team on a full-time, permanent basis. The successful candidate will be responsible for delivering exceptional customer service, handling complex enquiries, and supporting junior colleagues. This is a key role that combines expert client care with mentoring responsibilities and process improvement.

Responsibilities

• Provide high-quality support to clients, addressing enquiries and resolving issues across a range of banking products and services
• Maintain strong knowledge of services including savings accounts, loans, and credit products to provide accurate client guidance
• Handle escalated or complex customer enquiries in a timely and professional manner
• Assist the Team Lead in training and mentoring junior team members, sharing knowledge and best practice
• Act as a key point of contact for junior staff when dealing with challenging or unusual client cases
• Identify and suggest process improvements to enhance service efficiency and client satisfaction
• Support the implementation of updated customer service policies and practices
• Build and maintain strong, long-term relationships with customers
• Conduct follow-ups on resolved issues to ensure client satisfaction and proactively identify any emerging concerns
• Monitor customer accounts and transactions for potential risks, escalating where appropriate
• Support structured team meetings and contribute to operational updates
• Serve as a subject matter expert in relevant operational areas
• Identify and escalate operational risks to the Local Team Lead as needed

Qualifications

• Excellent written and verbal communication skills
• Ability to work independently as well as collaboratively within a team
• Proficient in banking systems, CRM tools, and general technology
• Strong interest in continuous learning and staying informed about banking products
• Proactive mindset with a willingness to suggest and support new ideas
• Flexible and positive approach to change and unexpected developments
• Understanding of banking regulations and compliance requirements
• Willingness to meet clients and attend client events as required

What You'll Love

Our client is known for prioritising customer care and staff development within a supportive and forward-thinking environment. With a focus on service excellence, team collaboration, and innovation, they offer an engaging workplace where employees are encouraged to grow and make meaningful contributions.

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