Customer Banking Agent

Key information:

You will work 40 hours per week between 8am - 8pm, Monday - Friday and 9am-5pm Saturday on a rota basis. We will provide shift rota examples at interview stage.

Training period is approximately 4 weeks, and you will work 8:30am - 5pm Monday – Friday.

Learning academy following training lasts around 8 weeks where you will work between 8am - 8pm, Monday - Friday and 9am-5pm Saturday on a rota basis.

Internal career progression via Capita Academy, which helps many colleagues to develop into a multitude of roles available with a clear development plan from the outset.

Access to exclusive discounts, benefits and cash back, for all Capita Employees and their families! Retail, cinema, shopping, something for everyone!

23 days' holiday (rising to 27) with the opportunity to buy extra leave.

We are, on occasion with a small team, asked to work Bank Holidays, but Christmas Day, Boxing Day and New Years Day are all non-working days so, put your feet up! (If you are scheduled to work on a bank holiday, you will receive a day in lieu).

Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more!

Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology

Access to our Aviva Digi Care+ Workplace services to support health and wellbeing, providing a range of valuable services.

Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

• Handling inbound calls, speaking and listening to customers who are in different financial positions, tailoring affordable outcomes to help them on the road to financial health.
• Handling customer complaints should they arise, adhering to Financial Conduct Authority standards.
• Supporting vulnerable customers and addressing their complex needs with care and understanding.
• Working collaboratively with a supportive team to achieve targets and goals.
• Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service.
• Embracing learning, coaching and development to continuously improve your skills and capability.
• Recognising you can positively impact customers' lives and make a real difference.
• Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate. Prior experience with using multiple systems is essential.

• Essential - experience in one of the following areas:
  • Call Centre Customer Service:
    Experience in a call centre customer service role.
  • Fast-Paced Office Environment:
    Experience in a dynamic and fast-paced office setting.
  • Healthcare Environment:
    Experience dealing with vulnerable clients in a healthcare environment.
  • Financial Services:
    Experience working in the financial services sector.
• Additionally, experience using multiple computer systems is a must.

• Empathy - Understanding and showing genuine concern for customers' financial difficulties fosters trust and leads to more successful resolutions.
• Resilience - Maintaining emotional stability, staying motivated with a drive to continuously improve.
• Communication - Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport.
• Problem-solving - The ability to assess situations, devise effective solutions and thrive in an ever-changing environment.
• Attention to Detail - Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Join our diverse and dynamic team of experienced, innovative, and dedicated professionals! With us you'll find countless opportunities to learn new skills and advance your career. We're committed to providing the support you need to thrive and succeed. This isn't an entry-level role, so some previous experience is essential. Our goal is to create better outcomes for you and our client.

Ready to take the…