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- Tasks: Support customers and colleagues, improving service and efficiency in a dynamic contact centre.
- Company: Join NatWest Boxed, a high-performing team that values diversity and collaboration.
- Benefits: Flexible hours, hybrid working options, and opportunities for career advancement.
- Why this job: Make a positive impact while developing your skills in a fast-paced environment.
- Qualifications: Experience in frontline customer service and strong organisational skills required.
- Other info: Utilise AI tools to enhance customer experiences and streamline processes.
The predicted salary is between 30000 - 42000 £ per year.
We’re building something better. This role is in NatWest Boxed. At NatWest Boxed, we’re a high performing team that’s always on the lookout for exceptional people. We encourage an inclusive and diverse working environment, where teamwork, input and collaboration is valued no matter your level.
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes. You’ll be actively participating in initiatives to improve customer service, processes and procedures. You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role.
What You’ll DoIn this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries at the first point of contact, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.
- Identifying barriers to performance and coordinating improvements to enhance our efficiency
- Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day to day operations, logging incidents and identifying trends
- Reviewing manual or ineffective processes which could be automated or enhanced
- Maintaining a focus on improving our customer service and experiences
To be successful in this role, you’ll need to have experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
- Experience of analysing and using performance data
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including PowerPoint, Excel and Word
It would be beneficial but not essential to have experience of handling lending related queries.
Customer Service Advisor employer: NatWest Boxed
Contact Detail:
NatWest Boxed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on NatWest Boxed. Understand their values, culture, and what they’re all about. This will help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Customer Service Advisor. The more comfortable you are, the better you’ll perform!
✨Tip Number 3
Show off your skills! Be ready to discuss specific examples from your past experiences where you’ve improved customer service or streamlined processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in frontline customer service and any relevant skills that match the job description. We want to see how you can make a positive impact at NatWest Boxed!
Showcase Your Skills: Don’t forget to mention your analytical skills and experience with performance data. We’re looking for someone who can identify barriers and suggest improvements, so give us examples of how you've done this in the past!
Be Clear and Concise: When writing your application, keep it straightforward and easy to read. Use simple language to convey your experiences and skills. Remember, we value clarity just as much as detail!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at NatWest Boxed!
How to prepare for a job interview at NatWest Boxed
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially in the financial services sector. Be ready to discuss how you've handled difficult situations in the past and what strategies you used to ensure customer satisfaction.
✨Familiarise Yourself with NatWest Boxed
Do some research on NatWest Boxed and their approach to customer service. Understanding their values and recent initiatives will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to improve customer service or processes in previous roles. Highlight any experience you have with performance metrics and how you've applied them to enhance efficiency.
✨Practice Your Communication Skills
Since you'll be conveying information to customers, practice explaining complex concepts in simple terms. This will demonstrate your ability to communicate effectively, which is crucial for a Customer Service Advisor.
