At a Glance
- Tasks: Support customers facing financial difficulties and help them regain control of their finances.
- Company: Join a dynamic team focused on delivering exceptional customer experiences.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Embrace innovation and continuous improvement in a fast-paced, collaborative setting.
- Why this job: Make a real difference in people's lives while developing your expertise in financial health.
- Qualifications: Strong customer service skills and experience in financial support or related fields.
The predicted salary is between 27000 - 33000 £ per year.
Join us as a Financial Health & Support Customer Support Specialist. We'll look to you to deliver successful outcomes for customers by understanding their circumstances, identifying appropriate solutions and helping them regain control of their finances. You'll play an important role within our Specialist Customer Service Team, supporting customers through financial difficulty while helping colleagues deliver fair customer outcomes and exceptional customer experiences. You'll have the opportunity to develop specialist expertise across Financial Health & Support while building broader knowledge across Bereavements, Complaints and Fraud Operations. You'll embrace continuous improvement and the responsible use of digital and AI-enabled tools to improve customer and colleague experiences.
What you'll do:
- Support customers experiencing financial difficulty, helping them achieve fair and sustainable outcomes while managing more complex cases, acting as an escalation point and providing specialist guidance to colleagues where required.
- Complete quality assurance, control and self-testing activities, authorising and investigating transactions within agreed authority levels, and ensuring risk and service standards are consistently maintained.
- Coach and support colleagues through knowledge sharing and specialist expertise, while working collaboratively across the wider Specialist Customer Service function, including other specialist disciplines where required.
- Identify opportunities to simplify, automate or enhance processes, using approved digital and AI-enabled tools to improve efficiency and deliver better customer and colleague experiences.
The skills you’ll need:
- Strong customer service and organisational skills, along with the ability to manage competing priorities in a fast‑paced environment.
- Experience managing sensitive or complex customer conversations, with the ability to build rapport, show empathy and achieve positive customer outcomes.
- Strong case management, investigation, problem-solving and decision‑making skills, with experience supporting customer journeys from initial contact through to resolution.
- The ability to communicate complex information clearly and confidently, tailoring your approach to different customer circumstances and needs.
- Excellent attention to detail, strong organisational skills and the ability to effectively manage a varied caseload while maintaining accurate records and delivering results within agreed timescales.
- Experience coaching, supporting or developing colleagues, alongside the ability to build and maintain effective working relationships with a range of stakeholders.
- A passion for continuous improvement, innovation and AI-enabled ways of working, together with an understanding of regulatory requirements, risk management and customer outcomes.
Hours: 35
Financial Health & Support Customer Support Specialist employer: Royal Bank of Scotland
At NatWest Markets, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of London. Our culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development. With a focus on market insights and client relationships, we empower our team to excel in their roles while enjoying a supportive atmosphere that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Health & Support Customer Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Royal Bank of Scotland. 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 Royal Bank of Scotland 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 Financial Health & Support Customer Support Specialist
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 Royal Bank of Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Royal Bank of Scotland 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 Royal Bank of Scotland!
How to prepare for a job interview at Royal Bank of Scotland
✨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.
