Customer Service Officer (Branches)

This is a great opportunity to work within the friendly customer service team of a financial services provider to the local community. The organisation has a diverse and inclusive team, with a strong supportive culture and great team spirit. You will be helping customers open, manage and operate their savings accounts, being the first point of call for all customers visiting or calling our branches. When necessary, this will include dealing with queries for those customers choosing to contact us by direct channels including online, email, web chat, post, and telephone.

Responsibilities of the Customer Service Officer

• To provide face to face customer service and administration support for members and savers who transact with through the branches as well as provide support and occasionally stand in for Customer Service Department staff.
• To deal with customers wishing to deposit or withdraw funds. Process new account applications, issue passbooks, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.

• To support the effective operation of the online systems and savings accounts, promoting the benefits of digital use to customers.
• Be able to answer all customer queries, on all the accounts range, (including the more specialist business and professional accounts).
• Play an active role in all customer relationship management and customer retention initiatives, achieving annual customer service initiative targets as agreed.
• Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.

Requirements for the Customer Service Officer

• Good communication skills used in a customer facing role
• Preferable to have financial services experience
• Keen to provide an exceptional customer experience
• Good listening skills
• The ability to take ‘ownership’ of customer queries and complaints
• Excellent team-working skills
• Happy with working in a branch (uniform provided)
• Branch working: 1 in 4 Saturday mornings in the Branch

In return they offer: Monday – Friday 9am –5pm, 27 days holiday, work life balance, volunteering days, birthday off, pension scheme, and much more.

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