Client Service Advisor

Job Description

Purpose of the role:
To address customer questions, concerns or requests while maintaining customer service expectations.

• Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.
• Management and maintenance of customer records and documentation to ensure accuracy.
• Participation in training and development initiatives to improve customer skills, knowledge, and services.
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner.
• Execution of customer service activities through various communication channels including chat, email, and phone.

The Client Service Advisor will provide first‑class customer service by supporting clients in their day‑to‑day banking and by helping them through various communication channels. Responsibilities include meeting the needs of stakeholders/customers through specialist advice and support, performing prescribed activities in a timely manner and to a high standard, supervising or coordinating team resources if the role involves leadership responsibilities, or managing own workload and participating on projects in an individual contributor capacity.

The role requires demonstration of the LEAD behaviours – Listen and be authentic, Energise and inspire, Align across the enterprise, and Develop others – if team leadership is involved.

• Customer Service experience, interacting with clients daily and ability to provide support and understanding around any queries they may have.
• Strong communication skills both written and verbal.
• Proficiency in customer service.
• Strong working knowledge of Microsoft tools and their use.

• Ability to constructively challenge and be challenged in the team.
• Be vocal about findings and opinions and work towards change within the team to improve processes.
• Adjust quickly to new information and adapt to new situations.

Monday – Friday between 7.30am – 7pm.

This role is based in Glasgow.