Senior Customer Service Representative - Banking - Fully remote Experienced · London

Locations: Remote after initial in‑site training (Knutsford).

As a Senior Customer Service Representative, you will manage complex customer inquiries and provide tailored solutions. You will act as a subject matter expert, supporting process improvements and mentoring junior team members. This role requires advanced problem‑solving skills, regulatory knowledge, and the ability to influence and drive change within customer care processes.

• Handle complex and high‑value customer inquiries across multiple channels.
• Deliver bespoke solutions and ensure compliance with regulatory standards.
• Provide feedback and coaching to team members.
• Identify process improvement opportunities and contribute to implementation.
• Prepare reports and presentations for senior stakeholders on customer care performance.
• Collaborate with cross‑functional teams to enhance customer experience.

• Strong leadership and mentoring capabilities.
• Excellent communication and influencing skills.
• Ability to work independently and make confident decisions.
• Highly organised with a proactive approach to problem‑solving.

• Essential:
  Extensive experience in customer service within banking or financial services.
• Essential:
  Strong knowledge of FCA regulations and complaints handling.
• Essential:
  Proficiency in MS Office tools.
• Desirable:
  Experience in process improvement initiatives.
• Desirable:
  Familiarity with electronic banking and cash management products.

Vantage Point Global is a fully committed Equal Opportunities, inclusive employer. We are passionate about attracting diverse talent, and welcome applications regardless of ethnicity, culture, age, gender, nationality, religion, disability, or sexual orientation.

• To apply, you’ll need to provide us with a CV and answer a few questions.
• We’d like to make you aware that if you have not heard back from us within three weeks of the date of application, we will not be progressing your application.