Customer Service Specialist

Job Description

As a Customer Service Specialist, you are customer-centric and a strong team player, with a collaborative approach that ensures the customer is always at the heart of everything you do

You can identify opportunities to improve the service we offer and make decisions aimed at creating an exceptional customer experience every time

Delivering first-call resolution by working closely with other areas and taking ownership of each customer interaction is essential to this role

You will work 5 days out of 7, totalling 37.5 hours per week. The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm

You will be required to work some bank holidays each year, for which you will receive time off in lieu

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

Who you are

• You have customer service experience within financial services or banking
• You’ll provide an exceptional customer service across a range of channels (telephony, chat, email) whilst working in a fast-paced busy contact centre
• You have excellent communication skills with the ability to work as part of a team
• You have the ability to maintain high levels of accuracy
• You are adaptable and have the ability to meet hanging priorities and customer demand
• You’re highly motivated and committed to achieve success for you and for the customer
• You are goal orientated and able to meet company goals to achieve important objectives
• You’re proactive and have the initiative to create frictionless customer journeys
• You take ownership for each customer, providing the best end to end experience to deliver the best customer outcome
• You are an expert in digital comms, embracing & assisting customers digitally using their own device or our online banking and mobile App

Company Benefits

• 2-3 days a week in the office. We value face-to-face collaboration and a good work-life balance.
• You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one (*Subject to having the right to work in the country of choice)
• On top of regular bank holidays, you’ll get 25 days holiday as standard, rising up to 30 days as your tenure grows. For any teams that operate on a bank holiday, you may be offered an alternative day off.
• As a Zopian, you can opt into our private medical insurance through Vitality Health. This’ll give you access to private medical care, discounted gym memberships, and other rewards such as savings at various retailers for maintaining an active lifestyle. You also get free Headspace access to help with the all-important mindfulness we need
• 16-weeks full pay for all new parents. We offer enhanced maternity and paternity pay to employees wishing to start a family. New parents, including those adopting, are eligible to take up to 16-weeks leave at full pay.

Company Information

Company Size: 501-1000 employees

Industry: Fintech, B2C, Lending, Financial Services

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Freddie

Company Specialist at Welcome to the Jungle

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