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For Companies At a Glance
- Tasks: Support customers through their journey, managing enquiries and providing tailored assistance.
- Company: A challenger bank committed to excellent customer service and Shariah principles.
- Benefits: 25 days holiday, private medical insurance, pension plan, and employee referral bonuses.
- Why this job: Be a brand ambassador and make a real difference in customers' lives.
- Qualifications: Customer service experience, strong communication skills, and GCSE English and Maths.
- Other info: Join a dynamic team with opportunities for growth in a supportive environment.
The predicted salary is between 28800 - 43200 £ per year.
The purpose of this role is to be responsible for the entire customer journey for all post completion customers. This includes supporting our customers during their on-boarding, managing day to day enquiries, dealing with specific requests for support. It includes supporting some of our key business processes including product transfers, redemptions and additional lump sum payments. Upholding excellent quality standards and providing customer centric support.
Key responsibilities
- To be a brand ambassador with a strong customer focus in all interactions with our customers.
- To provide excellent levels of customer service, delight our customers, and leave a lasting impression and provide positive customer outcomes.
- Identify, support and manage vulnerable customers by tailoring the support provided, in a communication style that is appropriate to that individual customer.
- Identify and support any customer complaints with a strong emphasis on first point resolution.
- To provide support to all our customers, across all our products, through various communication channels including telephony and email. As our service offering expands, this may also include webchat, WhatsApp and other social media platforms.
- To demonstrate strong customer focus and promote improvements in all customers facing processes.
- To manage key regulatory business processes, including product switches, redemptions and additional acquisition payments.
- To produce calculations for customers for several key processes.
- To act as first point of contact for any property related or legal queries and liaise with our internal and external legal teams.
- To meet all company service levels, both departmental and contractual.
- Develop and maintain a strong working knowledge of all policies and procedures, to ensure we’re providing correct and timely updates to our customers.
- Account ownership of customer conversations through our communication platform, being the first point of contact for that customer and supporting first point resolution.
- To ensure all regulatory correspondence is sent in a timely manner in line with service levels.
- Handle incoming payments, allocating to the correct account and perform internal reconciliations to ensure all payments including Direct Debits have been processed accurately.
- Manage communications between the bank, the customer and third parties companies for payment.
- Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
- To be flexible in your approach as customer demands change.
Skills required
- Customer Services experience, ideally in Financial Services
- Ability to multi-task and work in a fast-paced environment
- Ability to problem solve customer queries and being able to provide real time solutions.
- Excellent verbal and written communication skills and attention to detail.
- Effective interpersonal, customer service and organisational skills are necessary.
- Excellent customer service, problem resolution skills and strong PC skills.
- Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests.
- Ability to meet deadlines along with excellent time management skills.
- Flexible in approach, rational when faced with changing priorities in a dynamic environment.
- Ability to perform in a strong customer-oriented team environment, professionalism, and teamwork.
- GCSE English and Mathematics (or equivalent).
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Birmingham Wilmslow. We offer personal and corporate savings products and finance for UK residential property, in addition to sourcing and advising on UK real estate investments.
We offer a highly attractive reward package; the typical benefits include:
- 25 days holiday entitlement increasing with service
- Pension plan
- Private medical insurance
- Income protection
- Life assurance
- Employee referral bonus
We are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with us. The personal details you have shared with us may be processed by The Curve Group on our behalf. Full details of their Privacy Policy can be viewed here.
London or Birmingham
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Customer Support Assistant employer: Gatehouse Bank plc
Contact Detail:
Gatehouse Bank plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Assistant
✨Tip Number 1
Get to know our company inside out! Familiarise yourself with our products and services, especially those related to customer support. This will help you stand out during interviews and show that you're genuinely interested in being a part of our team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, it's crucial to articulate your thoughts clearly. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you resolved customer issues effectively. We love candidates who can think on their feet and provide real-time solutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about our culture and values while you're at it!
We think you need these skills to ace Customer Support Assistant
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your customer service experience in your application. We want to see how you've delighted customers in the past and how you can bring that same energy to our team!
Tailor Your Communication Style: Since you'll be dealing with a variety of customers, it's important to showcase your ability to adapt your communication style. Share examples of how you've successfully managed different customer needs in your previous roles.
Be Detail-Oriented: Attention to detail is key in this role! When filling out your application, double-check for any typos or errors. We appreciate candidates who take the time to ensure their submissions are polished and professional.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Gatehouse Bank plc
✨Know the Customer Journey
Familiarise yourself with the entire customer journey, especially for post-completion customers. Understand how onboarding works and be ready to discuss how you would handle day-to-day enquiries and specific support requests.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved customer complaints or queries in the past. Highlight your ability to provide real-time solutions and demonstrate your problem-solving skills during the interview.
✨Communicate Clearly and Effectively
Practice your verbal and written communication skills. Be ready to explain complex policies and procedures in a simple way, as this role requires excellent communication across various channels like email, phone, and potentially social media.
✨Emphasise Customer-Centricity
Be prepared to discuss how you prioritise customer satisfaction. Share experiences where you’ve gone above and beyond to delight customers, and show that you understand the importance of being a brand ambassador.
