At a Glance
- Tasks: Assist prestigious clients with their commercial card queries in a dynamic contact centre.
- Company: Join Bank of America, a leader in financial services dedicated to making lives better.
- Benefits: Enjoy private healthcare, flexible benefits, and access to mental health support.
- Other info: Opportunities for career growth and community volunteering available.
- Why this job: Gain valuable experience in customer service while working in a diverse and inclusive environment.
- Qualifications: Fluency in English and another language; customer service experience is a plus.
The predicted salary is between 28800 - 43200 £ per year.
Job Title: Senior Customer Service Representative
Corporate Title: No Corp Title
Location: Chester
Company Overview:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates\' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Location Overview:
Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.
Role Description:
We have a fantastic Customer Service Representative opportunity, available here in our Chester office. You will be responsible for dealing with prestigious corporate cardholders and clients, answering telephone enquiries in accordance with established quality, revenue and productivity goals. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible whilst maintaining our high standards of \'client delight\'. For this position you must be fluent in English and either German or two of the following: French, Spanish or Italian. This role comes with great career prospects and the prospects of good internal mobility options for the right candidates. you will need to be able to work shift patterns that could start at as early as 6am and finish as late as midnight.
Responsibilities:
• Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts in a multilingual contact centre environment.
• Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures.
• Handle more complicated cardholder queries and, where necessary, referring cardholders to supervisors or consulting with other internal partners.
• Always ensure that responsibility and ownership is taken for resolving cardholder queries whilst maintaining a high level of product knowledge and awareness of bank wide activities.
• Assist with special projects and miscellaneous duties as assigned.
• Utilise superior communication skills and knowledge of products, benefits and services to generate revenue and maximise account usage.
• Ensure that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
• Be consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained.
What we are looking for:
• Fluent in English and at least one or more of our additional core languages German is preferred for this position. (French, German, Spanish, Italian)
• Must be happy to work a variety of shifts
• Customer Service or Contact Centre background would be useful
• Convey a professional, courteous and positive attitude at all times
• Well organised and proactive with excellent multi-tasking abilities
• Excellent communication skills, both written and oral
Benefits of working at Bank of America:
UK
• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.
• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.
• Access to an Employee Assistance Program for confidential support and help for everyday matters
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK\'s most iconic cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.
Bank of America:
Good conduct and sound judgment is crucial to our long term success. It\'s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.
We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.
We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. #J-18808-Ljbffr
Senior Customer Service Representative in Chester employer: Nuvance Health
Bank of America is an exceptional employer, offering a vibrant work culture in Chester that prioritises diversity, inclusion, and employee well-being. With comprehensive benefits including private healthcare, flexible working options, and opportunities for personal and professional growth, employees are empowered to thrive both in their careers and personal lives. Join us to make a meaningful impact while enjoying the rich cultural backdrop of Chester.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nuvance Health. 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 Nuvance Health 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 Senior Customer Service Representative in Chester
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 Nuvance Health:Your cover letter is your chance to shine! Tell us why you want to work at Nuvance Health 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 Nuvance Health!
How to prepare for a job interview at Nuvance Health
✨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.
