Customer Service Advisor

The Role Is

Due to ongoing plans to support the future growth within the business, Zempler Bank are proud to be offering an incredible opportunity to join our vibrant operations team, working as a Customer Service Advisor, playing a pivotal role in delivering service excellence to our consumer and business customers.

Working on a full time & permanent basis from our offices based at the impressive “Spine” building in Liverpool (L7) the Customer Service Advisor will focus on first touch resolution with the organisational goals of making us ‘easy to do business with’ as well as 'becoming the UK's best loved bank'. 

Going through an initial in-house training period, the Customer Service Advisor will deal with a variety of service-based requests relating to day-to-day banking across our various products as well as providing support for our most vulnerable customers to ensure all customers get the right outcome.

This Customer Service Advisor job will provide an excellent platform for an enthusiastic and dedicated person to “see beneath the bonnet” of a digital bank, as well have the opportunity for profound career development and growth!

Key Accountabilities Include

• Providing an excellent customer experience (including servicing our most vulnerable customers) by resolving customer queries at first point of contact related to our valued customers around their Zempler Bank accounts, ensuring the right quality outcomes are achieved on calls

• Manage all customer contacts and calls in line with regulations, following appropriate processes

• Responding to and taking action regarding customer expression of dissatisfaction/ complaints and attempting to resolve the customers issue to the best of your ability

• Demonstrating an effective knowledge of products & services offered by the Zempler Bank accounts

• Investigate solutions through a variety of systems and platforms, establishing the facts and creating an accurate response to our customers (and colleagues) in a timely manner and within our agreed Service-Level-Agreements (SLAs)

• Ensuring notes are documented accurately and clearly on our systems for each process or task completed in relation to servicing our customers

• Identify process improvements to improve the customer outcome and suggest ways to implement these

You'll Need To Have

• Driven by a customer centric focus on good quality outcomes, with a positive “can do attitude”

• Excellent communication skills (both written and verbal) with an empathetic approach to dealing with both our customers & your colleagues

• Adaptability to work effectively both independently as well as “winning together” as a team

• Strong working knowledge of Microsoft Office, competent keyboard skills & adept at working with several applications simultaneously, with excellent attention to detail

• Enthusiasm, a good aptitude to learn new skills and holds a keen interest within your own personal and career development

In Return You'll Enjoy

· Competitive basic salary

· 7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)

· 26 days’ holiday increasing each year of service to 33 days

· Ability to buy and sell a further 5 days holiday each year

· 4 x Life Assurance

· Pension salary sacrifice

· Subsidised Parking Scheme

· LinkedIn Learning License option

· Family friendly policies

· Regular social activities and team events

· Charity Volunteering Day

· Free drinks and snacks in the office

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.