Job Description

Major Recruitment are currently seeking a customer experience advisor for our client based in the Skipton area of North Yorkshire

If you are passionate about making a positive difference in the lives of individuals who may not trust or are unable to use mainstream banking, we invite you to join our team and be part of our mission to empower financial well-being for all.

This role sits within our Customer Experience Team as part of the overall Customer Operations function.

The role holder will join our dynamic team at our contact centre, where we're dedicated to serving a unique demographic of customers who may have faced challenges accessing mainstream banking services.

Key responsibilities

Handle inbound inquiries via phone and email from customers seeking assistance with various transactions or account queries.

Build rapport and establish trust with customers who may feel vulnerable or apprehensive about traditional banking channels.

Provide clear and empathetic guidance on a number of different elements, including account management, online banking navigation, app queries to empower customers to self-serve.

Assist customers in resolving issues related to account access, transaction disputes, and other banking concerns, ensuring timely and effective resolution.

Educate customers on available banking products and services tailored to their individual needs, promoting financial stability and empowerment.

Collaborate with team members, other departments (Customer Relations, Partner Experience and Customer Operations) and management to continuously improve service delivery and enhance the customer experience.

Ensure that meticulous records are kept at all stages of interactions with customers both via phone and email.

We recognise that taking calls can be a stressful job and have introduced initiatives to support our colleagues, such as 'Take 5' allowing colleagues to decompress after a stressful call

We have a number of colleagues who are trained in supporting people with taking difficult calls and other issues which may impact your work

Skills Required:

You are educated to GCSE standard, including mathematics & English

You are PC literate in Microsoft Office Applications

Proven experience of office practices/procedures

Proven ability to achieve agreed Key Performance Indicators and Service Level Agreements

Problem solving and time management skills

Ability to pay attention to detail

Ability to work as part of a team and on own initiative

Ability to undergo training as necessary in all aspects of the systems, products and regulations

Ability to maintain absolute Company & Client confidentiality at all timesMonday to Friday between 9am to 5pm

This role is based on 3 month contract however this could extend to April 2025

INDAC