Customer Support Officer - Savings

A Platinum Investors in People employer and an award winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you're looking for an opportunity to grow in a friendly environment, we're looking for you!

We're flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let's grow together

Purpose of the role

Do you want to become part of Paragons new digital revolution? Do you want to become a subject matter expert in digital savings products and provide best in class customer service? If so, then this is the role for you.

You'll be our customers first point of call and provide help and support to them through either calls, our in app chat, or secured message service.

You'll spot patterns and identify potentially vulnerable customers, financial crime and bottle necks in processes. And refer customers to specialised areas where needed or raise ideas to fix problems quickly.

As a key member of a modern and intuitive Operational area, you will review data to continually update Policies & Procedures to provide an efficient and convenient self service product for customers.

We'll give you full training and support to help you provide a best in class customer service experience to our customers, throughout their whole journey with us.

Duties and responsibilities

• Assist and support in the development, design and functionality of the new agent portal which will be utilised to support all Paragon Digital Savings accounts
• Create and assist in the designing of the 'Knowledge Base', which will enable customers to predominantly self service their savings account through the app
• Become an SME (Subject Matter Expert) in the end to end Digital Savings accounts journey for both customers and employees
• Manage and provide support for customers for their digital savings account. This will include app management/support and transaction queries/monitoring for both front end and back end functionality
• Support the implementation of the policy and procedures for this new product
• Provide an excellent customer experience through building rapport, listening, and communicating effectively with customers to truly understand their needs
• Deal with customer queries through calls, emails, secured messaging and chat bot technology
• Escalate calls from customers to ensure that complex queries and complaints are handled swiftly and effectively by making decisions on the correct course of action for an account
• Identifying potentially vulnerable customers, financial crime and bottle necks in processes, referring customers to specialised areas where needed. • Communicate and provide accurate information in a timely manner
• Identifying new ways to improve the customer experience
• Perform all tasks within the agreed Operational Service levels

About You

What you'll bring to the team

• Demonstrate excellent communication skills, ability to empathise, and challenge processes and work approaches appropriately
• Ability to use own initiative and work as an effective team member
• Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
• Ability to recognize when to adapt communication style to suit the customer or colleague
• Problem analysis and problem solving with an attention to detail and accuracy
• IT aptitude and the ability to learn appropriate systems
• Adaptability and the ability to remain calm under pressure
• Ability to interpret/resolve and satisfy customer queries by using own initiative and tools supplied whilst working within mandate

Even if you don't meet all the criteria,we encourage you to apply. At Paragon,value diversity and we're excited to hear from passionate individuals like you! If you're ready to contribute to the team, please apply.

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.

Working hours

37.5 hours Monday - Saturday between 08:00 - 22:00. Current shifts are ( 2 x 8am-4.30pm, 2x 9am-6pm and 1 8am-1.30pm and then 2 in 8 Saturday's) Hours to be agreed with your manager. This is a hybrid role with 1 day a week minimum in the Solihull office's and the rest from home.

Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

About Us

What can we offer you?

• Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year's Eve. You can also buy or sell up to a week's leave
• Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
• Profit Related Pay: We share some of our annual profit with our eligible employees
• Pension Plan: We contribute up to 10% of your annual salary towards your pension
• Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
• Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
• Volunteering Day: Contribute to causes you care about with one volunteering day per year
• Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That's why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we'll encourage you to learn and develop by building a personalised development plan together with your manager.