Customer Service Representative - FTC Shawbrook Consumer Group Glasgow, GB Published on May 29, 2025

We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products. The role involves direct liaison with customers via telephone and written correspondence, ensuring accuracy and adherence to processes and procedures.

• Dealing with account enquiries via telephone and providing information in response to queries
• Administering customer accounts throughout their lifecycle
• Handling customer queries via email, secure message, text, and chat
• Processing all changes to customer static data
• Communicating and escalating potential issues/risks promptly and effectively
• Adhering to internal targets to service customers quickly, efficiently, and accurately
• Identifying areas for improvement in the customer journey
• Staying up-to-date with Shawbrook products, rates, and T&Cs for personal and business accounts
• Representing the Shawbrook brand professionally and confidentially
• Building strong relationships with customers and colleagues

The Person

• Excellent written communication skills
• Experience in Customer Service is essential
• Strong background in banking or financial services
• Good analytical and problem-solving skills
• Ability to learn new skills as the business grows
• Proficient in MS Office (Excel, Word)
• Team player with excellent planning and organizational skills
• Customer-focused approach

The Opportunity

Shawbrook provides finance to diverse customer segments, focusing on delivering a premium experience, flexibility, and value. We are a purpose-led organization committed to long-term sustainable value for stakeholders. Our offerings include tailored lending propositions across SME, Real Estate, and Personal markets, ranging from structured credit facilities to mortgages and simple digital loans. We combine deep human expertise with advanced digital capabilities to deliver excellent customer experiences efficiently at scale. We foster an innovative and agile culture, making Shawbrook an attractive employer for talented individuals eager to contribute and grow.

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