Answer a high volume of calls and interact with customers over live chat and email
Respond to day-to-day banking needs across a range of products and services, complex queries and provide a resolution on that first call
Accurately investigate customer queries, raising with relevant parties, and escalate where needed
Make sure service and customer demand is met to a high standard and within an agreed turn-around time
service level agreement (SLA)
Participate in initiatives that help improve our customer service, processes, and procedures
Liaise closely with other teams to advocate on behalf of customers
Listen to customers' personal circumstances to understand their requirements and provide personalised solutions where possible and consistently deliver good customer outcomes.

Customer service experience within financial services or banking
Exceptional customer service across a range of channels (telephony, chat, email)
Excellent communication skills with the ability to work as part of a team
Ability to maintain high levels of accuracy
Adaptable and ability to meet changing priorities and customer demand
Highly motivated and committed to achieving success for you and for the customer
Goal-oriented and able to meet company goals to achieve important objectives
Proactive and initiative to create frictionless customer journeys
Ownership for each customer, providing the best end-to-end experience
Expert in digital comms, embracing & assisting customers digitally

Customer Service Specialist

Key skills