Customer Service Administrator

The role involves working as part of a team to ensure the timely and accurate administration of the Bank’s savings products. It includes direct communication with customers via telephone and correspondence, ensuring accuracy and adherence to established processes and procedures.

• Account servicing, including responding to secured messages, maturities, cheque processing, and notice requests.
• Processing advices to put accounts on notice for withdrawal or closure, and handling subsequent withdrawals and closures.
• Vetting applications and reviewing IDs to ensure compliance with Money Laundering policies, including performing e-ID checks where appropriate.
• Processing all changes to customer static data.
• Maintaining electronic filing systems.
• Handling customer product inquiries via telephone and providing accurate product information. Flexibility is essential as approximately 20% of the role involves this, with ongoing skill development.
• Identifying areas for improvement in the customer journey.
• Ensuring compliance with SLA for regulated tasks such as ISA transfers.
• Staying updated on Shawbrook products, rates, and T&Cs for personal and business accounts.
• Representing the Shawbrook brand professionally and confidentially.

The Person

• Experience in customer service or administrative roles.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to multitask and prioritize in a fast-paced environment.
• Strong organizational and time management skills.
• Customer-focused with a friendly and empathetic approach.
• High school diploma or equivalent.
• Ability to work well in a team.
• Adaptability to changing customer needs and procedures.

The Opportunity

Shawbrook offers finance to diverse customer segments, emphasizing a premium experience, flexibility, and value. As a purpose-led organization, it focuses on long-term sustainable value for stakeholders.

The company’s diversified offerings include tailored lending propositions across SME, Real Estate, and Personal markets, from complex credit facilities to digital consumer loans. The business model combines deep human expertise with advanced digital and data capabilities to deliver excellent customer experiences efficiently at scale. Shawbrook fosters an innovative, agile culture with high employee engagement, making it an attractive workplace for top talent. If you’re proactive, innovative, and collaborative, you’ll fit in well.

Why work with us? Because you:

• Want to be part of a modern, dynamic bank.
• Enjoy challenges and thrive in a fast-paced, innovative environment.
• Seek to improve and solve complex problems.
• Value diversity and inclusion.
• Care about society and the environment.
• Desire professional growth and self-improvement.

Reward

We prioritize your wellbeing with benefits such as:

• Family-friendly policies from Day 1.
• Free access to Headspace mindfulness app.
• Free Peppy app for fertility and menopause support.
• Employee Assistance Programme (EAP).
• Cycle to work scheme.
• Gym discounts.
• Contributory pension and death in service benefits.

We support your work-life balance through various benefits:

• Minimum 27 days holiday annually.
• Option to buy or sell holiday days.
• Nationwide discounts on gym memberships and brands.
• Community and charitable initiatives.

We reward extra effort through:

• Participation in an annual discretionary bonus scheme.
• Recognition programs for colleagues.

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