Senior Customer Support Assistant - Internal

Job Summary

The Senior Customer Support Assistant plays a pivotal role in ensuring the smooth operation of the customer services team by providing support to the team leader and acting as the first point of contact for team queries. They are responsible for delivering exceptional customer service, managing complex customer inquiries, and supporting the team in achieving service excellence through coaching and mentoring.

• Act as a key support resource for the Customer Support Team Leader, providing assistance with team coordination, workflow management, and resolving escalated customer issues.
• Serve as the first point of contact for team members regarding queries, procedural clarifications, or customer service challenges.
• Handle escalated customer enquiries and complaints with professionalism and empathy, striving for first-point resolution and positive outcomes.
• To support Customer Support Assistants through coaching and on the job training, to improve their overall performance
• Develop and deliver training programs for Customer Support Assistants, focusing on enhancing their skills, product knowledge, and problem-solving abilities.
• Provide ongoing coaching and feedback to team members, fostering their professional growth and development within the Bank.
• Assist in monitoring and evaluating the performance of Customer Support Assistants, providing constructive feedback and support to help them achieve their goals.
• To be a brand ambassador with a strong customer focus in all interactions with our customers.
• To provide excellent levels of customer service, delight our customers, and leave a lasting impression and provide positive customer outcomes.
• Identify, support and manage vulnerable customers by tailoring the support provided, in a communication style that is appropriate to that individual customer.
• Identify and support any customer complaints with a strong emphasis on first point resolution
• To provide support to all our customers, across all our products, through various communication channels including telephony and email. As our service offering expands, this may also include webchat, Whats App and other social media platforms.
• To demonstrate strong customer focus and promote improvements in all customers facing processes
• To manage key regulatory business processes, including product switches, redemptions and additional acquisition payments
• To produce calculations for customers for several key processes
• To act as first point of contact for any property related or legal queries and liaise with our internal and external legal teams.
• To meet all company service levels, both departmental and contractual
• Develop and maintain a strong working knowledge of all policies and procedures, to ensure we’re providing correct and timely updates to our customers.
• Account ownership of customer conversations through our communication platform, being the first point of contact for that customer and supporting first point resolution
• To ensure all regulatory correspondence is sent in a timely manner inline with service levels
• Handle incoming payments, allocating to the correct account and perform internal reconciliations to ensure all payments including Direct Debits have been processed accurately.
• Manage communications between the bank, the customer and third parties companies for payment
• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
• To be flexible in your approach as customer demands change

• Customer Services…