Customer Service Representative

We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products, direct liaison with the customer on the telephone and by written correspondence, ensuring accuracy at all times and that laid down processes and procedures are appropriately followed.

• Dealing with account enquiries via the telephone and furnishing them information in answer to their queries

• Administer customer accounts during the lifecycle of their savings account

• Dealing with customer queries via email, secure message, text and chat

• The processing of all changes to customer static data

• Communicate and escalate potential issues/risks in a prompt and effective manner

• Adhere to internal targets enabling the customer to be serviced quickly, efficiently and without error

• To identify areas of improvement in relation to the customer journey

• To keep up to date with Shawbrook products, rates and T&Cs both personal and business

• To represent the Shawbrook brand in a professional and confidential manner

• Build strong relationships with customers and colleagues within the operation

• Excellent written communication skills.

• Experience within Customer Service essential

• Strong experience within banking or financial services

• Sound analytical and problem-solving skills

• Ability to learn new skills as the business grows enabling us to meet service standards

• Computer literate (good knowledge of MS Office suite – Excel, Word)

• Ability to work as part of a team.

• Excellent planning and organisational skills

• Establishes effective working relationships at all levels

• Customer Focused approach

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done