Specialist Customer Care Advisor

Northampton Business Directory; Daventry; On-site; GBP 40,000 - 60,000; Full time

Job summary

A financial services firm in Northampton is seeking a Specialist Customer Care Advisor. The role involves providing exceptional service to business banking customers and resolving complex inquiries through various communication channels. Ideal candidates will have experience in telephony customer service, computer literacy, and a strong attention to detail. This position requires working shifts from 8 am to 8 pm, with a salary of £27,500 per annum.

Qualifications

• Experience in a telephony-based customer service role.
• Ability to understand and meet business banking customer needs.
• Strong attention to detail and punctuality.

Responsibilities

• Provide customer service via chat, email, and phone.
• Resolve complex customer needs with personalized solutions.
• Collaborate with teams to improve customer care processes.
• Identify areas for improvement in service delivery.

Skills

Telephony customer service experience

Customer-centric approach

Computer literacy

Time and diary management

Job description

Join us as a Specialist Customer Care―Advisor within the Customer Due Diligence team, where you will provide exceptional customer service to our Business Banking customers while resolving complex cases and offering tailored solutions to ensure the needs of the customer are met.

These are quick‑moving inbound telephony roles; you may also be required to manage and prioritise case work whilst engaging with customers to ensure the best outcomes are reached. The role will require you to work between the hours of 8 am to 8 pm, Monday to Saturday on a shift rotation basis. The salary for this role is £27,500 per annum.

This role will be based in Northampton.

To be successful as a Specialist Customer Care Advisor, you автора should have experience with

• Previous experience of working in a telephony‑based customer service role – demonstrating adaptability and resilience.
• Customer‑centric approach – ability to understand the needs of our business banking customers and offer personalised solutions.
• Demonstrate computer literacy with the ability to navigate digital tools efficiently.
• Exceptional time and diary management skills, paired with sharp attention to detail and a consistently punctual, professional approach.

Some other highly valued skills may include

• Experience in Financial Services including previous banking roles.
• Experience of working within a fast‑paced environment and being able to work under pressure while maintaining accuracy and attention to detail.
• Experience of managing and resolving customer disputes.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job‑specific technical skills.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement and provide recommendations for change in customer care processes.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/customers through specialist advice and supportigeon
• Perform prescribed activities in a timely manner and to a high standard which.cleanup images influence the role and surrounding roles.
aan SMART.