Customer Service Adviser

Join us as a Customer Service Adviser in Bangor, North Wales. You will be the first point of support for our personal banking customers in one of our telephony banking teams. We look to you to deliver excellent service and keep customers' needs and financial goals in mind at all times. You will educate customers about different ways to do their banking and support them in choosing the right options.

In this role you will apply your customer service expertise when dealing with and referring customer queries. You will carry out day‑to‑day banking transactions such as payment of bills, and help customers identify products and services that suit them. You will be on the other end of the phone, letting customers know their options so they can make informed choices.

• Make a positive impact on every customer call, efficiently and effectively having the right conversations to meet their needs.
• Problem-solve and build excellent relationships over the telephone, providing a friendly, timely and professional service.
• Build real connections with customers and dedicate yourself to finding the right solution to meet their needs.
• Improve processes and procedures to maximise customer satisfaction and efficiency.
• Maintain a detailed knowledge of financial products and services to resolve complex customer queries.

• This is a customer-led role, so previous experience working in a customer service role is ideal.
• Telephony experience is an advantage, but not essential.
• Applicants must be both English and Welsh speaking.
• Dedication and passion for helping customers is vital.
• You must have excellent listening and communication skills.
• The determination to go the extra mile for our customers every day to provide that truly personal service.
• The ability to achieve quality results while maintaining high levels of detail.
• Strong keyboard skills and the ability to multitask, allowing you to navigate different systems and process information while talking to customers.
• Good organisational skills and enthusiasm to keep learning and developing new skills.

We are open to customers any time of day or night, so you will need to be flexible and commit to a rotating shift pattern. Hours of work are between 8 am and 6 pm, Monday to Sunday, on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours. Bank holiday working is a feature of this role.

Salary: £27,090 per year (pro‑rated for hours worked). You will also receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. Generous holiday entitlement of 33 days (pro‑rated for hours worked). You may be required to work Bank Holidays.