Senior Customer Service Representative

Job Title

Customer Service Representative

Chester

We have a fantastic Senior Customer Service Representative opportunity, available in our Chester office. You will deal with prestigious corporate cardholders and clients via telephone and email. A high standard of English is necessary, both written and oral. The primary objective of the role is to provide a superior quality experience, adding value and achieving this efficiently while maintaining high standards of client delight.

This role offers great career prospects and internal mobility for the right candidates.

• Handle a wide range of queries regarding the day‑to‑day running of client/cardholder’s commercial card accounts in a customer service environment.
• Ensure all emails are actioned within service level agreements, answering both cardholder and client‑level queries and liaising with internal partners where necessary.
• Manage multiple requests simultaneously that contain a variety of complexities and resolution periods.
• Work independently with organisational skills to overcome challenges with requests and ensure our clients’ needs are satisfied.
• Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardise client experience.
• Take responsibility and ownership for resolving cardholder and client level queries while maintaining a high level of product knowledge and awareness of bank‑wide activities.
• Handle all calls in an empathetic, positive and professional manner, actioned in accordance with departmental policies and procedures.
• Utilise superior communication skills and knowledge of products, benefits and services to generate revenue and maximise account usage.
• Ensure that all information transferred to and from the cardholder is recorded accurately and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act.
• Be consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained.
• Assist with special projects and miscellaneous duties as assigned.

• Fluent in English (written and verbal)
• Must be happy to work night shifts
• Customer Service or Contact Centre background would be beneficial
• Well organised with excellent multi‑tasking abilities
• Convey a professional, courteous and positive attitude at all times
• Excellent communicator

• Fluent in German or Italian/Spanish/French

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness.
• Competitive pension plan, life assurance and group income protection cover.
• 26‑weeks paid maternity leave, 16‑weeks paid paternity leave and inclusive family leave arrangements.
• Access to a wellbeing account, travel insurance, critical illness cover, cycle to work and other flexible benefits.
• Access to free counselling through the Employee Assistance Program and virtual GP services through our private health care plan.
• Ability to donate to charities of your choice directly through payroll with the bank matching your contribution.
• Opportunity to access our Arts & Culture corporate membership program for discounted entry to cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and volunteer locally.

Good conduct and sound judgment are crucial to our long‑term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mindset are the cornerstones of our Code of Conduct and at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio‑economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.