Specialist Customer Care

Purpose of the Role

Provide exceptional customer service while resolving complex customer needs and requests.

Accountabilities

• Deliver customer service via chat, email, and phone.
• Resolve complex, specific customer inquiries and provide unique, personalised resolutions.
• Collaborate with cross bank teams to align and integrate customer care processes.
• Identify areas for improvement, recommend process changes, and coach colleagues.
• Develop and implement procedures and controls to mitigate risks and maintain efficient operations.
• Handle specific customer inquiries related to product information, account balances, transactions, and payments.
• Prepare reports and presentations on customer care performance and communicate findings to senior stakeholders.
• Research industry trends and implement best practices to improve customer care efficiency and effectiveness.

Analyst Expectations

• Meet stakeholder and customer needs through specialist advice and support.
• Perform prescribed activities promptly and to a high standard, impacting the role and surrounding teams.
• Manage own workload, implement systems and processes, and participate in broader projects.
• Provide specialist advice and support within the own work area.
• Take ownership of risk management and strengthen controls related to your responsibilities.
• Ensure work complies with relevant rules, regulations, and codes of conduct.
• Build relationships with stakeholders and customers to identify and address their needs.
• If leading a team: guide professional development, allocate work, coordinate resources, and supervise team members.

Leadership Behaviours

• L - Listen and be authentic
• E - Energise and inspire
• A - Align across the enterprise
• D - Develop others

Key Skills & Qualifications

• Excellent customer service skills.
• Strong communication and relationship building abilities.
• Attention to detail and effective planning and organisation.
• Adaptability to change.
• Ability to manage multiple customer inquiries, tasks, and priorities.
• Previous knowledge or experience in financial services (beneficial).

Critical Success Skills

• Risk and controls management.
• Change and transformation management.
• Business acumen and strategic thinking.
• Digital and technology proficiency.
• Job specific technical skills.

Location

The role will be based in Knutsford.