Senior Customer Service Advisor

Role Overview

Provide exceptional customer service while resolving complex customer needs and requests across chat, email, and phone channels.

• Execute customer service requirements to resolve specific, complex customer inquiries related to bank products and services.
• Collaborate with teams and cross‑functional stakeholders to align and integrate customer care processes.
• Identify improvement opportunities, recommend changes, and provide feedback and coaching to colleagues.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Prepare and present reports on customer care performance to senior stakeholders.
• Monitor industry trends and best practices to enhance customer care efficiency and effectiveness.
• Deliver specialist advice and support pertaining to own work area, ensuring risk management and control strengthening.

• Relevant background in customer service, retail, hospitality, or a comparable role supporting customers with complex queries or needs.
• Strong communication skills and ability to handle sensitive or difficult information with professionalism.
• Experience in conducting analyses, developing procedures, and recommending process improvements.
• Demonstrated ability to work independently and as part of a collaborative team.
• Respect for values such as Integrity, Service, Excellence, and Stewardship.

• Competitive salary starting at £27,700 per year.
• Working 5 days per week, including some weekends.
• Pension plan.
• Private medical insurance.
• Life insurance.
• Income protection.

Full training and ongoing support provided to ensure successful performance and career growth.