Business Banking Customer Service Representative

Join us as a Business Banking Customer Service Representative

• You’ll be the first point of contact for our business banking customers, handling inbound calls and providing excellent customer service with every interaction
• We'll look to you to understand our customers' needs and financial goals, resolving queries efficiently and delivering the right support over the phone
• You’ll work as part of a vibrant and supportive team in one of our contact centres, engaging directly with customers throughout the day
• We're looking for a detail-oriented individual who can confidently manage customer conversations, complete processes and procedures accurately, take ownership of enquiries, and resolve challenges from first point of contact wherever possible
• You’ll also help educate customers on the range of banking products, services, and digital options available to support their business needs
• This role does not meet Skilled Worker sponsorship requirements

Working here

We’re here to help our customers, so our teams work various shift patterns. Work life balance is really important within our team culture, and you’ll be given the flexibility to work from home with a minimum of 1 day in the office per week to give you the opportunity to collaborate with your wider team.

• You’ll be given a minimum of 2 weeks’ notice of shift patterns, so you’ll know when you’re working well in advance
• You’ll work on a rotational basis, mainly Monday to Friday between the hours of 08:00 – 19:00 (35 hrs per week full-time)
• You’ll only be required to work1 weekend dayin every 5weekends
• You will be required to attend training at our office for the first 4 weeks of your employment.

• You’ll join on a competitive salary starting from £27, 090and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through Nat West Group Benefits, our fully flexible reward programme.
• Holiday:
  You will have a generous holiday entitlement of 33 days – you may be required to work bank holidays

Development journey

• You’ll enjoy a 10 week structured training programme with on-going coaching and support to enhance your development and grow your career

In this role, you'll be applying your customer service expertise to support business banking customers via inbound calls, helping with transactions, answering queries and resolving issues. You'll be expected to follow our process guidance, deliver great customer outcomes and meet telephony performance targets.

You’ll also be:

• Building strong customer relationships by understanding customers' needs and offering appropriate solutions
• Following processes, policies, and regulatory requirements to complete customer requests accurately
  
  Developing and maintaining knowledge of our products and services
• Taking ownership of customer queries and resolving issues wherever possible
• Identifying complaints and either resolving them quickly or referring them to specialist teams
• Working towards telephony, quality and customer service performance targets while delivering a positive customer experience throughout each call

To join us in this role, you’ll need to be passionate about excelling in customer service and building relationships in a fast paced, challenging environment.

We’re also looking for you to demonstrate:

• The determination to go the extra mile for our customers every day to provide that individual service
• Resilience, patience and hard work to achieve quality results while answering a high level of calls confidently and efficiently
• Good numerical and organisational skills
• Strong multitasking skills, allowing you to navigate different systems and process information while talking to customers
• Confidence and empathy to handle a variety of customer conversations, including challenging situations, while remaining professional, calm and focused on achieving the best outcome
• Excellent listening and communication skills, with the ability to build rapport and provide outstanding customer service