Handle a high volume of inbound and outbound customer interactions via phone, chat, and email.
Resolve customer queries across a range of banking products and services (primarily Point of Sale) — often on first contact, or through follow-up until resolution.
Investigate and follow up on complex issues, escalating to relevant teams when necessary.
Maintain service quality and meet SLAs (service level agreements) to ensure timely resolution.
Collaborate with internal teams to advocate for customers and enhance service delivery.
Support continuous improvement initiatives across service processes and customer journeys.
Provide tailored, empathetic solutions by understanding customers’ individual circumstances.
Promote digital self-service tools and guide customers through mobile and online banking.

Proven experience using telephony, chat, and social platforms to deliver exceptional customer service
Strong customer service focus with a customer-centric mindset
Comfortable working in fast-paced, high-pressure environments with frequent change
Proactive in identifying and implementing more efficient ways of working
High attention to detail, ensuring consistently accurate and high-quality output
Self-motivated with a strong willingness to learn and take initiative
Excellent organisational skills with the ability to manage multiple priorities effectively
Strong written and verbal communication skills, coupled with confident interpersonal abilities
Proficient in Microsoft Office applications (Outlook, Word, Excel)
**Desirable: **Experience within the financial services industry
Familiarity with FCA regulations and industry compliance requirements
Exposure to banking operations and/or working within a FinTech environment
Understanding of Point of Sale (POS) systems or Buy Now Pay Later (BNPL) products.

Customer Service Specialist – Point of Sale

Key skills