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This is a great opportunity to work within the friendly customer service team excellent support to customers, head office and the Branch network. You will help customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including online, email, web chat, post, and telephone. You will be joining a supportive culture with great team spirit and working on exciting business changes whilst providing a personalised customer experience.
Responsibilities of the Customer Service Officer:• Primarily to provide customer service and administration support for members and savers who chose to transact with us remotely.• You will be helping customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone. • To deal with customers wishing to deposit or withdraw funds. • Process new account applications, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.• Play an active role in all Customer Relationship Management and customer retention initiatives, achieving annual customer service initiative targets as agreed.• Take ownership for customer complaints and forward to the appropriate department, including recording where necessary. • Follow agreed procedures created to protect members and be alert for suspected money laundering issues and complete all required Compliance training each year. • When needed, stand in for branch staff • Assist with projects aimed at improving customer service and experience.
Skills and competencies for the role:• Good communication skills - both oral and written • Experience of providing an exceptional customer experience• Good listening skills• The ability to take 'ownership’ of customer queries and complaints• Excellent team-working skills• Ability to work under own initiative - increasingly working remotely and from home• Excellent attention to detail
Benefits of the role include:• Central Bath location with hybrid working opportunities when the job allows• Competitive salaries and a good work life balance, we don’t expect you to work silly hours• 27 days holiday (plus bank holidays) with the option to buy an additional five days• A day off on your birthday and day off to take part in our community volunteering programme• Generous pension scheme• Life Insurance (four times your salary)• Healthcare benefits after a qualifying period• Sharing in Success: Annual bonus scheme
