Customer Service Representative in Birmingham

About the Role

We are looking for a professional, customer-focused Customer Service Representative to join our team.

You will be a key point of contact for our customers, providing clear information, resolving enquiries, handling complaints, and supporting customers throughout their relationship with the Company.

The role requires strong communication skills, sound judgement, attention to detail, and a genuine commitment to delivering good customer outcomes.

As we operate in a regulated environment, you will be expected to follow our customer service, Consumer Duty, complaints, data protection, vulnerable customer, and compliance procedures.

You will help ensure that customers are treated fairly, receive appropriate support, and are not exposed to avoidable or foreseeable harm.

This is a dedicated customer service position.

Accounting qualifications, bookkeeping experience, and financial reporting experience are not required.

Key Responsibilities

• Respond to customer enquiries by telephone, email, and other communication channels in a professional and timely manner.
• Provide customers with clear, accurate, and understandable information about our products, services, processes, and available options.
• Take ownership of customer enquiries and work to resolve issues at the earliest reasonable opportunity.
• Handle customer complaints with empathy, professionalism, and objectivity, following the Company’s complaints procedures.
• Escalate complex, sensitive, or high-risk cases to the appropriate manager or department.
• Identify customers who may be vulnerable or require additional support and respond in line with the Company’s Vulnerable Customers Policy.
• Make reasonable adjustments to communication or support methods where required.
• Help customers understand their options, including any relevant benefits, risks, costs, timescales, or next steps.
• Avoid creating unreasonable barriers when customers wish to make an enquiry, amend a service, submit a complaint, cancel an arrangement, or access a product benefit.
• Maintain accurate, complete, and timely records of customer interactions, actions, decisions, complaints, and outcomes.
• Follow identity verification, data protection, confidentiality, and information security requirements.
• Monitor outstanding customer cases and provide updates until they are resolved or appropriately transferred.
• Work collaboratively with colleagues in compliance, operations, management, and other departments to achieve positive customer outcomes.
• Highlight recurring customer issues, service failures, communication problems, or potential risks to management.
• Contribute to improvements in customer journeys, procedures, communications, and support processes.
• Complete all required training, including Consumer Duty, Conduct Rules, vulnerable customers, complaints handling, and data protection training.
• Act with integrity, due care, skill, and diligence at all times.
• Support the Company in delivering good outcomes for retail customers.

Essential Requirements

• Previous experience in a customer service, customer support, call centre, contact centre, or similar customer‑facing role.
• Strong verbal and written communication skills.
• Ability to explain information clearly and adapt communication to different customer needs.
• Professional and empathetic approach to handling complaints and difficult conversations.
• Good problem‑solving and decision‑making skills.
• Strong attention to detail and accurate record‑keeping.
• Ability to manage several customer cases and priorities effectively.
• Confidence using email, Microsoft Office, customer relationship management systems, and other business software.
• Ability to follow policies, procedures, and regulatory requirements.
• Ability to work independently while contributing positively to a wider team.
• Reliable, organised, and accountable approach to work.
• Commitment to treating customers fairly and delivering positive outcomes.

Desirable, but Not Essential

• Experience working in financial services or another regulated industry.
• Experience supporting customers in vulnerable circumstances.
• Experience handling formal complaints.
• Knowledge of the FCA Consumer Duty or Conduct Rules.
• Experience using a CRM, ticketing, or case‑management system.

Full training will be provided on our products, systems, Consumer Duty obligations, complaints procedures, and vulnerable customer requirements.

What We Offer

• A supportive and collaborative working environment.
• Structured induction and ongoing training.
• Opportunities for professional development and progression.
• The opportunity to contribute directly to improving customer experiences and outcomes.
• Competitive salary ranging from £24,000 to £34,000 per year
• Opportunity to work with a leading financial services company within the Persici Group.
• Private healthcare and employee rewards programs.
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