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- Tasks: Assist customers with account inquiries and ensure accurate administration of savings products.
- Company: Shawbrook is a purpose-led bank focused on delivering premium financial experiences.
- Benefits: Enjoy flexible working, generous holiday, wellness apps, and discounts on gym memberships.
- Why this job: Join a diverse, innovative culture that values your ideas and supports your professional growth.
- Qualifications: Customer service experience is essential; banking knowledge is a plus.
- Other info: Entry-level position with a starting salary of £25,000 and opportunities for bonuses.
The predicted salary is between 20000 - 30000 £ per year.
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Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.
We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.
The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.
Work with us because you:
- Want to be part of a bank built for the dynamics of the modern world
- Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
- Enjoy finding new and better ways to solve complexity and make things happen
- Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
- Care about society and the environment and want to be part of a business that cares too
- Want to continue to grow professionally and be the best version of yourself
The Role & Responsibilities
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, direct liaison with the customer on the telephone and by written correspondence, ensuring accuracy at all times and that laid down processes and procedures are appropriately followed.
- Dealing with account enquiries via the telephone and furnishing them information in answer to their queries
- Administer customer accounts during the lifecycle of their savings account
- Dealing with customer queries via email, secure message, text and chat
- The processing of all changes to customer static data
- Communicate and escalate potential issues/risks in a prompt and effective manner
- Adhere to internal targets enabling the customer to be serviced quickly, efficiently and without error
- To identify areas of improvement in relation to the customer journey
- To keep up to date with Shawbrook products, rates and T&Cs both personal and business
- To represent the Shawbrook brand in a professional and confidential manner
- Build strong relationships with customers and colleagues within the operation
The Person
- Experience within Customer Service essential
- Strong experience within banking or financial services
- Sound analytical and problem-solving skills
- Ability to learn new skills as the business grows enabling us to meet service standards
- Computer literate (good knowledge of MS Office suite – Excel, Word)
- Ability to work as part of a team.
- Excellent planning and organisational skills
- Establishes effective working relationships at all levels
- Customer Focused approach
Reward
Your Wellbeing – We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) – Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
- Cycle to work scheme
- Discounts on gym membership
Your Lifestyle – It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum starting salary of £25,000
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution – We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
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Job function
Finance
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Banking and Financial Services
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Customer Service Representative employer: Shawbrook
Contact Detail:
Shawbrook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with Shawbrook's products and services. Understanding their offerings will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during any discussions.
✨Tip Number 2
Brush up on your communication skills, especially over the phone and via written correspondence. As a Customer Service Representative, you'll need to convey information clearly and professionally, so practice active listening and concise responses.
✨Tip Number 3
Showcase your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved customer issues or improved processes, as this will highlight your analytical skills and customer-focused approach.
✨Tip Number 4
Network with current or former employees of Shawbrook. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Service Representative position. Tailor your application to highlight relevant experience and skills that align with Shawbrook's expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, particularly in banking or financial services. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving skills and ability to work as part of a team.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of Shawbrook that resonate with you, such as their commitment to customer experience and innovation. Use examples from your past experiences to illustrate how you can contribute to their goals.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for a Customer Service Representative role.
How to prepare for a job interview at Shawbrook
✨Know the Company
Before your interview, take some time to research Shawbrook. Understand their values, products, and the unique aspects of their business model. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Demonstrate Customer Focus
As a Customer Service Representative, showcasing your customer-centric approach is crucial. Prepare examples from your past experiences where you went above and beyond to assist customers or resolve issues effectively.
✨Highlight Problem-Solving Skills
Shawbrook values analytical and problem-solving skills. Be ready to discuss specific situations where you identified a problem and implemented a solution. This will demonstrate your ability to think critically and act decisively.
✨Prepare for Common Questions
Anticipate common interview questions related to customer service and banking. Practice your responses to questions like 'How do you handle difficult customers?' or 'Can you describe a time when you improved a process?' This will help you feel more confident during the interview.
