Customer Service Representative in Slough

UK & Europe IT Recruiter @Ixceed Solutions

Job Title: Customer Service Representative

Location: Newbury, Slough, Guildford, Swindon, UK

Work Mode: Fully Onsite (5 days/week)

Employment Type: Permanent

Salary: £25,700.00-£25,700.00

About the Role

As a Customer Service Representative, you will be the face of the bank, interacting with customers daily and ensuring an exceptional experience at every touchpoint. Your role is crucial in building long‑term customer relationships by understanding their needs, exceeding expectations, and promoting relevant products and services.

Key Responsibilities

• Deliver exceptional customer service by handling all customer interactions with accuracy, diligence, and a “right‑first‑time” approach.
• Maintain a strong knowledge base of Cashiering processes as well as full CSR responsibilities.
• Use tools such as Timeline, Creating FANS Hub, Metropedia, CRM, T24, Mpeople, Mteller, and Yammer to support customer interactions effectively.
• Identify customer needs and recommend appropriate banking products and channels to support their requirements.
• Participate in Store and Community events while consistently promoting the brand.
• Support Store performance as an active team player, contributing to the overall balanced scorecard.
• Take ownership of personal development by seeking feedback, building knowledge, and developing skills to manage complex customer situations.
• Continuously look for process improvements and take responsibility for resolving issues even when they fall outside your direct scope.
• Maintain documentation, follow required procedures, and perform any reasonable duties needed to support Store operations.
• Strong attention to detail with the ability to follow procedures and encourage compliance among peers.
• Positive, motivated, and “can‑do” attitude with excellent teamwork skills.
• Curious mindset with an eagerness to learn, solve problems, and support colleagues.
• High sense of accountability and ownership when resolving customer or operational issues.
• Ability to exceed expectations and deliver outstanding service to both customers and colleagues.
• Adaptable, well‑organised, and capable of prioritising tasks in a fast‑paced environment.

Knowledge Requirements

• Understanding of banking products, services, and competitor landscape (training provided).
• Familiarity with the bank’s mission, values, and community focus.
• Ability to comfortably navigate customer service and banking systems (training provided).
• Awareness of how Store performance metrics work and how individual contributions impact overall outcomes.

Qualifications

• GCSE Maths and English (or equivalent) preferred.
• Apprenticeship route may be explored if GCSE requirements are not met.

Experience (Minimum Requirements)

• Prior customer‑facing experience with proven ability to build rapport.
• Experience working in a high‑volume, fast‑paced work environment.
• Banking experience is desirable but not essential.
• Knowledge: Able to administer processes and contribute to team activity.
• Problem Solving: Able to investigate and resolve defined problems.
• Stakeholder Communication: Interacts with team members and customers to understand and fulfil their needs.
• Planning: Manages daily tasks and supports team goals with guidance from a team leader.
• Responsibility & Risk: Works closely with team leaders to achieve defined service levels; understands consequences of not following processes.