Customer Specialist
Contract: Secondment (12 months)
Location: All Sites as required
Hours: 35 hours between 08:00 – 18:30
Grade: DR3
The Hiring Managers for this vacancy are Conor McNicholl and Nicola Harrison
Role Purpose:
You will play a key role in ensuring that the quality of frontline colleague’s interactions with customers meets the pre-defined standards and that good customer outcomes are achieved. You will be able to do this by identifying trends and shortfalls in the call handling process and summarising them to the frontline leaders. You will also be expected to support contact centre calls during peak queue times and any incidents impacting customer experience.
Key Accountabilities:
- Review and evaluate colleague interactions across all customer touchpoints in order to measure performance and quality of service
- Support the implementation of improved customer engagement strategies to increase colleague efficiency.
- Identify process improvement opportunities.
- Review a wide variety of interactions including moment of truth processes like authentication, complaints and vulnerable customer support.
- Complete reviews for colleagues who have completed an upskill and support signoff and a move back to standard competency in a timely manner.
- Ensure that reviews are completed and filed in a timely manner, highlighting quality improvement opportunities.
- Ensure any trackers/databases are kept up to date to give a clear weekly/monthly indication of number of reviews required/completed.
- Highlight any key trends or emerging risks from reviews at both individual and site level.
- Use Bee Innovative to highlight any gaps in process maps/flows which have contributed to or caused poor customer outcomes/quality fails.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
- Assist with support obligations of the area including customer queries and issues escalated from colleagues and Authorisation line as required.
- Provide Team Manager cover as required.
- To participate in and support departmental projects and initiatives.
- Support with contact centre calls during peeks to support customer experience.
Knowledge, skills and experience required:
- Excellent communication and inter personal skills
- Good attention to detail
- Passionate about supporting the development of colleagues
- Integrity – always looking to do the right thing for Customers, Colleagues and the Bank.
- Ability to manage time effectively and take ownership of own workload
- Excellent planning and organisation skills.
- Flexible and agile to meet changing customer and business demands
What You Can Expect From Us:
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
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 As a (DBS) and financial checks.
We reserve the right to close this advert early if we receive a high volume of suitable applications*.*
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.