Customer Service Representative Shawbrook Consumer Group Brentwood, GB Published on August 6, 2025

We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products. The role involves direct liaison with customers via telephone and written correspondence, ensuring accuracy and adherence to processes and procedures.

• Dealing with account enquiries via telephone and providing information in response to queries
• Administering customer accounts throughout their lifecycle
• Handling customer queries via email, secure message, text, and chat
• Processing all changes to customer static data
• Communicating and escalating potential issues/risks promptly and effectively
• Adhering to internal targets for quick, efficient, and error-free customer service
• Identifying areas for improvement in the customer journey
• Keeping up to date with Shawbrook products, rates, and T&Cs for personal and business accounts
• Representing the Shawbrook brand professionally and confidentially
• Building strong relationships with customers and colleagues

The Person

• Excellent written communication skills
• Experience in Customer Service is essential
• Strong background in banking or financial services
• Sound analytical and problem-solving skills
• Ability to learn new skills as the business grows
• Proficient in MS Office (Excel, Word)
• Team player with excellent planning and organizational skills
• Customer-focused approach

The Opportunity

Shawbrook provides tailored finance solutions across various customer segments, focusing on delivering a premium experience and long-term value. Our innovative lending propositions range from structured credit facilities to mortgages and simple digital loans, funded through customer deposits.

Our business model combines deep human expertise with advanced digital capabilities, enabling us to deliver excellent customer experiences efficiently and at scale. We foster an innovative, agile culture with high employee engagement, making Shawbrook an attractive employer for talented individuals.

Join us if you:

• Want to be part of a modern, dynamic bank
• Enjoy a fast-paced, innovative environment
• Seek to find new ways to solve problems
• Value diversity and inclusion
• Care about society and the environment
• Wish to grow professionally

Reward

We offer comprehensive benefits supporting your wellbeing and lifestyle, including:

• Family-friendly policies from Day 1
• Access to Headspace and Peppy health apps
• Employee Assistance Programme
• Cycle to work scheme
• Discounts on gym memberships and high street brands
• Contributory pension scheme and death in service

We support work-life balance with benefits like holiday schemes, community involvement, and recognition programs.

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