SME Customer Service Specialist x2
Location: Manchester
Contract: Permanent
Grade: DR2
The Co-operative bank has a lot to be proud of since the launch of the Ethical Policy in 1992 which remains unique in UK high street banking. We believe our approach to banking, with values and ethics at the centre of everything we do sets us apart and remains the key reason why approximately 4 million customers choose to bank with us.
Job purpose:
To deliver exceptional service and respond in a unique way to a varied range of inbound individual customer requirements over the telephone.
Complex servicing including complaint resolution, call takeovers, call listening and dealing with complex queries etc and a range of fraud and dispute related activities to facilitate the provision of effective recovery of fraud losses and root cause, to support the achievement of business goals.
Key responsibilities:
- Deliver award winning customer service through every customer interaction utilising specialist knowledge, skills and experience to deliver industry leading customer outcomes
- Deliver resolutions to customer’s queries through a variety of channels including telephone and email to support our customer’s adoption of self-service channels.
- Identify customer needs and respond to them appropriately ensuring all relevant facts and information are gathered to ensure the outcome is most appropriate for the customer or that the area responsible for proceeding with the outcome have all relevant information to maintain an excellent customer experience. This will include (but not limited to) the bank’s alternative servicing channels e.g. Digital to ensure our customer are fully aware of the different ways they can bank, in a channel and at a time of their choice.
- Maintain an excellent working knowledge of our suite of products and service offering including that of our competitors to confidently understand the needs of our customers, providing guidance, service or solutions where appropriate,
- Identify customers in financial difficulties or vulnerable situations and work with them to reach a mutually acceptable solution utilising appropriate guidance provided
- Identify, record and resolve customer complaints with a one and done approach accurately within agreed SLA
- Takeover more complex calls or complaints from advisors, conducting outbound calls where necessary following investigation
- Conduct investigation on customers accounts as necessary to resolve complaints or fraud
- Conduct escalation analysis and develop best practice for the telephony teams to mitigate escalation
- Conduct all fraud controls accurate in a timely manner and also be alert to any nuances which would cause concern of fraud or financial abuse to ensure we protect our customers and the organisation
- Ensure that all interactions with customers are recorded and updated on the relevant system, adhering to all relevant processes and procedures, to enable accurate data and performance management and to make sure our customer information is protected at all times
- Maintain, check and process data and information accurately to meet deadlines and standards, highlighting exceptions, investigating issues and problems and identifying emerging trends.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business. Maintain full competence within the role as outlined in the Training & Competence scheme.
- 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.
- Be an active part of an agile workforce by adapting to our customer’s needs during peak customer demands in teams we are able to flex our skill base to allow swift customer response and delivery in a transformational approach
- Take responsibility for your continued personal development through the use of appropriate HR tools and systems. Maintenance of a relevant, timely personal development plan is expected.
Knowledge, skills and experience required:
- A resilient and unwavering customer focus.
- The ability to handle all inbound customer services enquiries and requests for services and solutions. May require appropriate internal accreditation.
- Good problem solving and analytical skills
- Excellent customer service and telephone skills; able to establish an understanding of customer needs quickly, able to communicate standard information clearly, concisely and accurately, typically verbally but also written
- Excellent interpersonal, investigative and questioning skills.
- Reliable and ethical, respecting customers’ confidentiality.
- Advanced Customer Service skills to facilitate completion of more complex activities
We are passionate and committed to continuing to build 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.