Customer Service, Senior Personal Banker (12 months) in Ilford

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. Join us as a Senior Personal Banker in Ilford.

Overview: You’ll proactively support customers, helping them realise the full benefits of our service through our digital channels, as well as helping them with more complex financial needs such as home buying and protection. With no two days the same, you can expect lots of variety as you help us deliver a banking service that’s beyond what’s expected. We’ll support you to achieve the Professional Bankers Certificate and build on your existing skills with a full training and development programme. We’re offering this role for a period of 12 months. This job does not meet Skilled Worker visa sponsorship requirements.

What you’ll do: As a Senior Personal Banker aligned to one of our branches, you’ll be in the perfect place to build great relationships with our customers, as well as proactively promote the benefits of our growing range of digital services to simplify and enhance their banking experience. Our customers will look to you to support them in their decisions as to how they bank with us. You'll act as a trusted expert, providing them with the knowledge they need to make the most of their money. With an emphasis on the delivery of our popular and insightful Financial Health check, you’ll make sure they’re fully informed when it comes to the products and services we offer. Day to day, you’ll be:

• Meeting and supporting customers via video banking from home or face to face in a branch.
• Conducting Financial Health checks and reviewing customer accounts.
• Identifying products and services that are right for our customers, helping them to make the most of their money and savings.
• Identifying opportunities to help customers with more complex needs such as mortgages, private banking, business banking and protection.
• Completing outbound care calls to customers to grow and maintain the relationship.

The skills you’ll need: We’re looking for organised, self‑motivated and diligent individuals with a passion for delivering excellent customer service in every interaction. You’ll also be motivated and driven to develop your own career and meet branch and personal goals. As a trusted adviser you’ll strive to improve standards for our customers, looking for ways to make their lives easier and taking the stress out of banking.

• Experience of working in a customer service environment with the ability to thrive under pressure and achieve customer satisfaction.
• The ability to work with and coach the branch team to acquire, grow and retain quality customer relationships via regular customer care calls.
• The ability to build rapport and trust with customers in both face to face and virtual environments and provide them with the right options for their circumstances.
• Excellent communication and interpersonal skills with a genuine interest in building relationships.
• Excellent planning and organisational skills.

How we’ll reward you: You’ll join us on a competitive salary starting of £28,050, 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 36 days, pro rata for hours worked.
• A monthly contribution to your retirement fund.

What else you need to know: Working Pattern: You’ll need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm 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’ll have options to enable a suitable balance of working from home and in the branch, we’ll need you to be branch based at times so you can connect and learn with colleagues.

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.