At a Glance
- Tasks: Deliver top-notch support to customers via calls and webchat, resolving queries efficiently.
- Company: Join Oxbury, the UK bank dedicated to supporting British agriculture.
- Benefits: Enjoy 25 days holiday, private healthcare, and a bonus scheme.
- Other info: Dynamic environment with opportunities for personal growth and teamwork.
- Why this job: Make a real impact by building trust and relationships with customers.
- Qualifications: Experience in customer service or financial roles, strong communication skills required.
The Customer Engagement Officer delivers high-quality support to Oxbury customers through inbound and outbound calls and webchat. You communicate clearly, resolve queries efficiently, and ensure every interaction builds confidence in our products and services.
You play a key role in building trust and maintaining strong customer relationships by providing consistent, professional, and proactive service. As part of a fast-paced and evolving environment, you are adaptable and open to change, taking on new activities and adjusting to improvements in processes and technology.
Role Responsibilities:
- Handle customer interactions across calls and webchat in a professional and efficient manner.
- Support customers with a range of products and services, resolving queries where possible.
- Take ownership of customer enquiries and aim for timely, first-contact resolution.
- Complete account servicing and maintain accurate, up-to-date records.
- Meet agreed service levels, quality standards, and performance targets.
- Deliver fair customer outcomes in line with Consumer Duty expectations.
- Identify and elevate risks, issues, complaints, and vulnerabilities appropriately, and wherever possible resolve complaints at the first point of contact.
- Always follow regulatory requirements and internal policies.
- Work collaboratively with colleagues to resolve issues and improve processes.
- Remain adaptable and contribute to ongoing improvements and team objectives.
- Demonstrates Oxbury's Behaviours for Success by acting with integrity, delivering excellent customer outcomes, collaborating effectively, taking ownership, embracing change, and applying professional expertise to achieve business objectives.
Required Skills / Experience:
- Previous experience in a customer contact or banking/financial services role.
- Knowledge of savings, lending, or similar financial products.
- Familiarity with FCA regulations, KYC, AML, or data protection requirements.
- Strong verbal and written communication skills.
- Customer-focused mindset with the ability to build rapport quickly.
- Ability to handle high volumes of calls and chats efficiently.
- Good problem-solving skills and ability to resolve queries independently.
- Attention to detail and accuracy in record keeping.
- Ability to meet SLAs, quality standards, and performance targets.
- Understanding of regulatory expectations and delivering fair customer outcomes (Consumer Duty).
- Ability to identify and elevate risks, complaints, and vulnerabilities.
- Basic IT skills and ability to use multiple systems simultaneously.
- Teamwork and a collaborative approach.
- Experience working with brokers, intermediaries, or third parties
- Experience handling complaints or vulnerable customers
- Ability to suggest and support process improvements
- Commercial awareness or ability to support business goals through customer interactions
We are Oxbury: The only UK bank dedicated to British agriculture. Founded by farmers, bankers, and technologists, we have combined the worlds of financial services, technology, and agriculture to provide bespoke financial products to support the rural economy.
Our mission is to create and grow a sustainable, customer-focused, and innovative bank that supports and champions the financial health of the rural economy.
Alongside this we can offer you:
- An an excellent benefits package.
- 25 days holiday, plus 8 days bank holiday (this increases with service).
- Oxbury Bonus scheme.
- Free Personal Training session every week.
- Private Medical Healthcare.
- Employee Assistance Programme.
- Life Insurance.
- Enhanced maternity/paternity leave.
Please note that we do not offer sponsorship with this role.
Customer Engagement Officer in Chester employer: Oxbury Bank Plc
Oxbury is an exceptional employer that prioritises the well-being and professional growth of its employees, offering a comprehensive benefits package including private medical healthcare, generous holiday allowances, and a bonus scheme. The collaborative work culture fosters innovation and continuous improvement, making it an ideal environment for Security Analysts to thrive while contributing to the company's commitment to maintaining high security standards. Located in a dynamic sector, Oxbury provides unique opportunities to engage with cutting-edge security technologies and practices, ensuring that employees are always at the forefront of the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oxbury Bank Plc. 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 Oxbury Bank Plc 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 Engagement Officer 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 Oxbury Bank Plc:Your cover letter is your chance to shine! Tell us why you want to work at Oxbury Bank Plc 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 Oxbury Bank Plc!
How to prepare for a job interview at Oxbury Bank Plc
✨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.
