Customer Service Representative (Night Shift) – Bank of America | Chester, UK

Customer Service Representative (Night Shift) – Bank of America | Chester, UK

Job Overview

Bank of America is hiring a Customer Service Representative (Night Shift) to join their Chester office. This role involves supporting prestigious corporate cardholders and clients via telephone and email, ensuring a superior customer experience while maintaining compliance with FCA regulations and data protection standards. The position offers excellent career prospects and opportunities for internal mobility.

Key Job Details

• Job Title: Customer Service Representative (Night Shift)
• Company: Bank of America
• Location: Chester, England
• Salary: £35,000 – £40,000 per annum (Glassdoor estimate)
• Contract Type: Permanent
• Hours: Full-Time (Night shifts, Sunday–Thursday, 10pm–8am, 8-hour shifts including 1-hour lunch)
• Work Location: Predominantly office-based, with occasional flexibility to work from home (up to 5 days per month once confident in role)
• Application Method: Apply via Bank of America careers portal

About the Company

Bank of America is a global financial institution guided by the purpose of helping make financial lives better. The organisation is committed to Responsible Growth, inclusivity, employee wellbeing, and community impact. Chester offers a unique location for global careers, set against the backdrop of North Wales and the River Dee.

Role Overview

The Customer Service Representative will handle complex queries regarding commercial card accounts, ensuring professionalism and efficiency. The role requires strong communication skills, organisational ability, and a commitment to delivering “client delight.”

Key Responsibilities

• Handle queries regarding corporate card accounts via phone and email
• Action emails within service level agreements, liaising with internal partners as needed
• Manage multiple requests with varying complexities and resolution times
• Resolve conflicts professionally and elevate concerns appropriately
• Take ownership of cardholder and client queries, maintaining product knowledge
• Ensure empathetic, positive, and professional handling of calls
• Utilise communication skills to generate revenue and maximise account usage
• Maintain confidentiality and compliance with FCA regulations and Data Protection Act
• Assist with special projects and miscellaneous duties

Required Skills and Experience

Essential

• Fluent in English (written and verbal)
• Willingness to work night shifts
• Strong organisational and multi-tasking skills
• Excellent communication skills and professional attitude

Desirable

• Customer service or contact centre background

What We Offer

• Private healthcare for employees and family, plus annual health screening
• Competitive pension plan, life assurance, and income protection cover
• 26 weeks paid maternity leave, 16 weeks paid paternity leave, inclusive family leave
• 20 days of back-up childcare and adult care per annum
• Flexible benefits (wellbeing account, travel insurance, cycle-to-work scheme, etc.)
• Free counselling and virtual GP services
• Payroll giving with matched contributions
• Arts & Culture corporate membership discounts
• Volunteering opportunities for community engagement

Equal Opportunities

Bank of America is an equal opportunities employer, committed to diversity and inclusion. Candidates are selected based on skills, qualifications, and experience. Adjustments for accessibility needs are encouraged.

How to Apply

Click here to apply via the Bank of America careers portal. Ensure your CV highlights customer service experience, organisational skills, and communication abilities.

Application Deadline

Not specified
Applications are reviewed on a rolling basis. Early applications are encouraged.