Customer Service Specialist - UK Banking Client

To keep our customers and colleagues safe, you'll need to pass the following checks:

• Right to Work in the UK
• Criminal Record Check
• Credit Check
• Sanction
• CIFAS
• Any other relevant pre‑employment screening

What You'll Be Doing:

• Deliver exceptional customer experiences by handling complaints with empathy, clarity, and care—whether it's over the phone or in writing.
• Dive deep into issues to uncover root causes, and collaborate across teams to prevent future problems before they arise.
• Champion a customer‑first culture, helping shape a service experience that's as thoughtful as it is effective.
• Investigate each complaint thoroughly to ensure every customer receives a fair and transparent resolution.
• Be the final voice of support—resolving issues with confidence and compassion when customers need us most.
• Work through complex problems and escalations, always keeping our commitment to timely and accurate outcomes.
• Provide exceptional and efficient customer service across our telephone, email, webchat, and social media channels.
• Use your problem‑solving skills to support our customers, resolve their queries and create a positive experience.
• Ensure that all customers are supported in accordance with regulatory requirements which aim to protect them.
• Have excellent attention to detail.
• Be knowledgeable of our client's processes and products and how best to support the customer.

Benefits of being a Customer Service Representative:

• Perks at Work – Savings discounts/free online classes – Savings discounts/podcast/wellbeing resources/webinars/access to GP's, mental health support, financial advice, legal advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer‑A‑Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey

Role Overview:

We're expanding our Banking and Financial Services team and are looking for skilled Complaints Handlers to join us. If you have at least one year's experience in the banking or financial services industry, we'd love to hear from you.

Qualifications:

• You're a seasoned complaint handler with experience in regulated environments or you've spent a year or more in the banking or financial services world and are ready to take your skills to the next level.
• You've written final responses and know how to communicate clearly, fairly, and with impact.
• You're confident and resilient when speaking to customers—whether it's a tough call or a thoughtful email.
• You thrive in fast‑paced environments and embrace change with a positive mindset.
• You're comfortable working to targets and deadlines without compromising on quality.
• You've got a sharp eye for detail and a strong sense of fairness.
• You're great at simplifying complex issues and explaining them in a way that's engaging and easy to understand.
• You quickly grasp key regulations and understand how they shape our decisions.
• You're deeply empathetic, always put yourself in the customer's shoes, and take full ownership of their journey.

Values:

• Process Excellence – Doing things well means something to you and you will always strive to improve on your work.
• Collaboration – You enjoy working with others and you like working as a team player.
• Communication – You can speak and write clearly and in a confident manner.
• Emotional Intelligence – You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open‑Mindedness – You are able to be open to different ways of thinking and new ideas.
• Critical Thinking – You are able to think logically when making decisions.
• Solution Orientation – Having a forward‑thinking mindset focused on resolving challenges.
• Entrepreneurship – Taking ownership, not being afraid to take on new tasks, develop and have a self‑driven mindset.

Skills Needed:

• A professional, polite and courteous telephone manner.
• Ability to deliver excellent service with an outgoing nature.
• Excellent verbal communication skills.
• A good listener who can convey empathy, patience and understanding.
• Confident and proactive to deal with difficult situations and conversations.
• High levels of accuracy and attention to detail.
• Be driven to work towards achievable targets.