Customer Advisor (Payment Operations) - Manchester/Skelmersdale

Location United Kingdom
Discipline: Internal
Job type: Permanent
Contact name: Gill Jones

Contact email: careers@co-operativebank.co.uk
Job ref: 006102
Published: 6 days ago

Role: Customer Advisor

Location: Manchester/Skelmersdale

Permanent

Hours: Full-Time - 35 hours - Monday-Friday 8.30am-4.30pm

Grade: DR2

 

The Customer Advisor deals with a range of customer contacts, enquiries and requests in a manner which aims to satisfy the customer, support the achievement of business goals and is in line with all procedures and standards.

 

Key responsibilities:

  • Receive, understand and assess customer contacts and enquiries to establish requirements for advice, guidance and services/solutions.
  • Select and provide advice, guidance and service/solutions which meet identified customer needs, referring to more senior/specialist staff when appropriate or necessary.
  • Apply specialist knowledge, skills and appropriate behaviours effectively to achieve a successful outcome while maintaining the maximum possible level of customer satisfaction, referring to more senior staff when appropriate or necessary.
  • Develop and maintain, where appropriate, personal contact with allocated customers, including managing transactions through to completion.
  • Follow up on the advice and services/solutions provided to ensure that the customer’s requirements are fully met.
  • Ensure all transactions with customers are recorded in a timely, accurate and effective manner – including updating all computer-based records – to maintain and enhance data integrity and provide a basis for accurate assessments of performance.
  • Produce and process all documentation resulting from customer enquiries/conversations in an accurate and timely manner, or ensure that the information passes to colleagues responsible for these activities.
  • Ensure at all times that advice and services provided are consistent with all relevant procedures, standards, behaviours and performance targets as well as maximising the level of customer satisfaction.
  • Develop and maintain all required skills, including a good working experience of relevant software tools and systems, to facilitate the efficient delivery of work activities.
  • Develop and maintain an appropriate knowledge of relevant products (and, where appropriate, competitor products), services and solution frameworks to improve customer service, operational and other aspects of performance.
  • Collect, collate and summarise information or data, carry out appropriate pre-defined analysis, ensure completeness and accuracy and provide it to others for use in decision-making.
  • Support the work of team colleagues, providing appropriate help, guidance and advice and mentoring less experienced staff to assist in their development, thereby enabling the team to improve its capability, to operate efficiently and to maximising its performance.
  • Participate, make suggestions as appropriate, in activities to improve operating processes or procedures.
  • Maintain knowledge of regulatory, scheme and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.

 

Knowledge, skills and experience required:

 

  • Excellent communication skills
  • Ability to multitask and prioritise
  • Passion, energy and enthusiasm
  • Excellent listening and problem solving skills
  • The ability and desire to work in a fast paced environment
  • A hardworking and committed attitude
  • Resilience and determination
  • Computer literate, with the ability to navigate around different systems
  • Excellent communication skills
  • Ability to multitask and prioritise
  • Passion, energy and enthusiasm
  • Excellent listening and problem solving skills
  • The ability and desire to work in a fast paced environment
  • A hardworking and committed attitude
  • Resilience and determination
  • Computer literate, with the ability to navigate around different systems

 

This role won’t be around for long, so we would advise to get your application to us as soon as possible by applying today.

 

Should you require any reasonable adjustments throughout the recruitment process, please let our careers team know.

 

Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

 

We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.

 

Please note we may withdraw this vacancy once sufficient applications have been reached.