Customer Services Officer

This is a great opportunity to work within the friendly customer service team of an established financial services provider based in historic Bath.  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 use direct channels including Online, email, web chat, post, and telephone.  It’s a highly collaborative environment with great team spirit.

Initially you will be based in a branch locally for a 2 weeks to gain customer insight and then you will join a team of 10 at Head Office. For the next 6 months you will be in the office full time, learning the role and the business inside out.  There will then be a progressive scaling down of office presence to a minimum of 3 days a week from year 1 onwards.  You will also be required to work up to 1 in 4 Saturdays in the Branch. 

Core Responsibilities of the Customer Services Officer 

•    Provide customer service and administration support for savers via telephone, email, post and webchat, dealing with customers wishing to deposit or withdraw funds. 
•    Process new account applications, making amendments to existing accounts. 
•    Be able to answer all customer queries, on all the product range, adopting a “get it right first time” approach and maintain 100% accuracy.
•    Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.  
•    Be alert for suspected money laundering issues and complete all required Compliance training each year. 

Requirements of the Customer Services Officer

•    Experience in a customer service role with a focus on excellence
•    Ability to empathise and understand the needs of vulnerable customers
•    Ability to manage online communication with customers – web chat 
•    The ability to take ‘ownership’ of customer queries and complaints
•    Excellent team-working and communication skills

Why should you apply?

In return you will get first class training in how a financial services business works and a career pathway to other areas of the business should you wish.  They offer a generous 27 days holiday as standard with the option to buy an additional 5 days, plus your Birthday off! They also support voluntary work (2 days) and offer a generous pension, Life Insurance and Healthcare benefits after a qualifying period.  If this sounds like the job for you, we look forward to your application.