At a Glance
- Tasks: Support personal banking customers via phone, resolving queries and providing tailored solutions.
- Company: Join Natwest Group, a leading bank committed to excellent customer service and employee development.
- Benefits: Enjoy flexible working, 33 days holiday, and a competitive salary starting at £26,010 pro rata.
- Other info: Work hybrid with up to 60% from home after training; flexible shifts between 8am and 8pm.
- Why this job: Make a positive impact on customers while developing your skills in a supportive environment.
- Qualifications: Previous customer service experience is ideal; passion for helping others is essential.
The predicted salary is between 22000 - 30000 £ per year.
Join us as a Customer Service Representative in Edinburgh
You’ll be the first point of support for our personal banking customers in one of our telephony banking teams
We’ll look to you to deliver excellent service to our customers, keeping their needs and financial goals in mind at all times
We’ll support your personal development with trainings to achieve the industry recognised Foundation Certificate in Responsible Banking within the first two years
This job does not meet Skilled Worker visa sponsorship requirements
What you\'ll do
As a Customer Service Representative , you’ll be applying your customer service expertise when dealing with and referring to customer s’ queries. Whether it’s carrying out day-to-day banking transactions like paying bills, or helping our customers identify products and services that are right for them , you’ll be on the other end of the phone to take their calls.
You’ll be educating customers in the different ways they can do their banking and supporting them in choosing the options that work best for them . W e’ll count on you to let our customers know their options when banking with us, so they can make informed choices.
You’ll also be helping our customers by:
Making a positive impact on every customer call, and having efficien t and effective conversations to meet their needs
Problem solving and building excellent relationships over the telephone, and providing friendly, timely and professional service
Building real connections with our customers and demonstrating dedicat ion to find the right solution s to meet their needs
Improving processes and procedures to maximise customer satisfaction and efficiency
Maintaining detailed knowledge of financial products and services to help resolve complex customer queries
The skills you\'ll need
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. Dedication and passion for helping customers is vital. You’ll be a real people person, with excellent listening and communication skills.
We’re also looking for you to demonstrate :
The determination to go the extra mile for our customers every day to provide great 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 an enthusiasm to keep learning and developing new skills
How we\'ll reward you
You’ll join us on a competitive salary starting of £26,010 pro rata for the hours you work.
You’ll also benefit from:
A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits , our fully flexible reward programme
A generous holiday entitlement of 33 days, pro rata for hours worked
A monthly contribution to your retirement fund
To find out more about the benefits we offer, check out our rewards and benefits page .
What else you need to know
Your working pattern
You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be fully flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm, Monday to Sunday, on a rotational shift pattern and will include some bank holidays.
Your work life balance
As soon as you’re up to speed and settled in your new role, we’ll send you any kit you need to set yourself up for working from home. You can spend up to 60% of your time working from home, with the other 40% spent learning and connecting with your colleagues in one of our hubs.
Your learning journey
Your journey starts with a comprehensive training programme where you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support, and study towards a recognised external qualification that will open the door to further career opportunities too.
Hours
35Job Posting Closing Date:
Job Posting Closing Date is not yet published. Ways of Working:Hybrid #J-18808-LjbffrCustomer Service Representative, Telephony employer: NatWest Group
As a Customer Service Representative in Edinburgh, you'll be part of a dynamic team dedicated to providing exceptional service to our personal banking customers. We prioritise your professional growth with comprehensive training and the opportunity to earn a recognised qualification, all while enjoying a flexible work-life balance that allows for up to 60% remote work. With a competitive salary, generous holiday entitlement, and a supportive work culture, we strive to create an environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative, Telephony
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NatWest Group. 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 NatWest Group 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 Representative, Telephony
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 NatWest Group:Your cover letter is your chance to shine! Tell us why you want to work at NatWest Group 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 NatWest Group!
How to prepare for a job interview at NatWest Group
✨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.
