Customer Service Advisor - Financial Support Team

Location Manchester
Discipline: Retail Banking
Job type: Permanent
Salary: £18,500 - £23,500
Contact name: Zoe Tilford

Contact email:
Job ref: 012222
Published: about 1 month ago

Customer Service Advisor - Financial Support Team

Start date: 5th September 2022

Location: Manchester City Centre – Hybrid working available after training

Salary: £18,500 - £23,500 dependent upon experience plus excellent benefits

27 days holiday (rising to 30 days) plus Bank Holidays

35 hours per week, Monday-Friday - rotational shift patterns between 8am-6pm plus 2 in 4 Saturdays

You will receive enhanced pay for working on a weekend


A career that makes a difference


Who we are:

Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.


We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.


Find out more about who we are here.


The role:

If you are an experienced Customer Service Advisor ready to take your career to the next level, take on new challenges, be part of a team where you can develop your skills and make a real difference to customer’s lives, this could be a great opportunity for you


You will play an incredibly important role in supporting our customers facing challenging financial situations.   You will listen to, empathise and empower our customers by providing tailored solutions or by signposting them to external support.


This is an extremely rewarding position where you will be able to assist customers with simple queries or be required to handle more complex situations, to help find a more suitable solution to support their difficulties.


You will be supporting customers who are currently in financial difficulty, speaking to customers who are expecting to struggle in the future or helping customers who are struggling financially and are members of a vulnerable group.


Full training will be provided and you will gain the opportunity to join a friendly and supportive team with a dedicated Team Leader on hand.


Key accountabilities:

  • Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances
  • Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered, to ensure the most appropriate outcome for the customer.
  • Handling each call in a professional manner and having the ability to show empathy and sympathy as required
  • Identifying and supporting our vulnerable customers and providing an empathetic approach to their sensitive and unique situations.  Working with them to reach a mutually acceptable solution utilising appropriate guidance provided
  • Negotiating affordable re-payment plans
  • Using negotiation and persuasion skills to gain customer commitment
  • Ensuring that all interactions with customers are recorded and updated accordingly on the relevant system, adhering to all relevant processes and procedures, to enable accurate and factual data and to make sure our customer’s information is protected at all times.
  • Delivering exceptional customer service through every customer interaction utilising specialist knowledge, skills and experience to deliver industry leading customer outcomes (full training provided)
  • Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
  • Complying with regulatory and company policies at all times


Knowledge, skills and experience required:

  • A resilient and unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature.
  • Ability to communicate information clearly, concisely and accurately, typically verbally, but also written
  • Positive and enthusiastic approach
  • Strong interpersonal skills and an excellent telephone manner
  • Good problem solving and analytical skills
  • Empathetic nature


What you can expect from us:

  • 27 days holiday at start, rising to 30 days
  • Competitive pension / income protection / life assurance
  • 2 paid days for volunteering per year
  • Positive working environment in contemporary offices
  • Strong career path within Financial Services
  • Family friendly policies and supportive working environment
  • Recognition scheme and a culture in which we celebrate success
  • Colleague network groups committed to inclusion and diversity within our Bank.

We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.


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