At a Glance
- Tasks: Support customers through their journey, ensuring a positive experience across various channels.
- Company: Join the British Business Bank's dynamic Customer Experience Team.
- Benefits: Enjoy 30 days annual leave, flexible working, and a generous pension contribution.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 27000 - 27000 £ per year.
Application Deadline: 16 July 2026
Department: British Business Bank PLC
Employment Type: Permanent
Location: London
Compensation: £27,000 / year
Description:
Location: London / Hybrid Working (Expectation that you will attend an office 2 days per week)
Contract: Permanent
Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)
Salary: £27,000
Benefits package:
- 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday
- 15% employer pension contribution, discretionary bonus scheme
- Flexible working, cycle to work scheme, healthcare cash plan and life assurance
- Paid voluntary days, maternity, adoption, and shared parental leave
- Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more
THE ROLE:
You will work within the Customer Experience Team at Start Up Loans (SUL), a subsidiary of the British Business Bank, reporting to the Customer Service Manager. You’ll be in a role where you will support applicants and Business Support Partners throughout their journey with SUL.
Your role is to deliver a positive and consistent customer experience across a multi‑channel contact centre. You will respond to enquiries professionally and promptly via telephone, email, webchat and administrative tasks, working collaboratively with colleagues to meet service level agreements and personal performance targets. You will be comfortable carrying out routine and repetitive customer interactions while maintaining focus, accuracy and quality.
You will put the customer at the heart of everything you do, acting in line with Consumer Duty principles and supporting high levels of customer satisfaction. You will identify and resolve customer issues, including stage one complaints, by establishing root causes, working towards appropriate solutions and following up to ensure resolution. You will also share feedback with the Customer Experience leadership team to help improve the customer journey and support continuous improvement.
You will follow all internal and external risk, control and compliance requirements, including complaint handling guidance, and maintain a reliable quality record. You will support customer insight activity by promoting surveys and contributing to expected customer satisfaction outcomes.
You will have a professional telephone manner and clear communication skills, both verbal and written. You will be able to build rapport quickly, gather relevant information efficiently and understand customer needs. You will be customer focused, able to work independently as well as part of a team, and capable of managing your time effectively while prioritising tasks in line with business needs. You will demonstrate attention to detail, sound judgement and a practical, solution‑focused approach when resolving customer queries.
You will have the company values at the forefront of your mind every day when interacting with customers and colleagues by demonstrating that you are creative, collaborative, catalytic and courageous.
Key Benefits:
- 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
- 15% employer pension contribution
- Flexible working
- Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
- Paid voluntary days, maternity, paternity, adoption, and shared parental leave
- Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more
Customer Service Advisor in London employer: British Business Bank plc
As a Regional Senior Manager in the West Midlands, you will thrive in a dynamic and supportive work culture that prioritises employee well-being and professional growth. With flexible working arrangements, a generous benefits package including a 15% employer pension contribution, and opportunities for community engagement, this role offers a meaningful way to contribute to local economic development while enjoying a balanced lifestyle. Join us to make a tangible impact in your region and advance your career in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Business Bank plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Business Bank plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Business Bank plc:Your cover letter is your chance to shine! Tell us why you want to work at British Business Bank plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Business Bank plc!
How to prepare for a job interview at British Business Bank plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
