Overview
Customer Service Agent – Front Office – Wrexham
Salary: £25,000 – £30,000 / year
Key Responsibilities
- Answering inbound calls, addressing customer queries and questions.
- Responding to customer queries and resolving issues, via webchat and email.
- Resolving customer enquiries, providing information about our products and services.
- Responding to more complex queries, resolving problems and issues faced and presented by customers.
- Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
- Identify and handle customer complaints (at the first point of contact) in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
- Ensuring that emails and letters to customers comply with regulation, as well as, on occasion, responding to Data Subject Access Requests.
- Identify potentially fraudulent applications and report any findings to the relevant team.
- Update host systems with information and details of customer interactions
- Suggest ways for process efficiencies and improvements, to enhance the customer journey and improve efficiencies.
- Supporting the wider operational areas with any additional workflow required.
Skills, Knowledge and Expertise
- You will be a quick learner but also have strong foundations and experience in interacting with customers both verbally and in writing, working with both detail and data.
- Excellent communication skills (written and verbal), to effectively communicate with
- customers. Demonstrating warmth, empathy and understanding is crucial.
- Able to understand customer problems and break them down to find solutions. Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
- Experience handling customer complaints and complex cases, ideally over the phone or online.
- Relevant, recent experience in a customer facing role.
- Qualified to at least A-Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
- IT literate, including Google suite and Microsoft products
Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working – Wrexham
- Free breakfast available
About Chetwood Bank
We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages
Data Protection
We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.
Cifas
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn.
Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.
