About the Company

Do you enjoy talking to customers and providing them with an exceptional service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading bank

s.

About the

Role

As well as a salary starting from £25,000 for a 35-hour week you can expect two fixed pay increments of £750 each in your first year (the first after your 6 months’ probation, then at the end of your first year on completion of a competency assessment). We also offer free parking, ‘lunch on us’ scheme, and subsided on-site nursery - not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes. We also provide hybrid working which gives you the best of both w

orlds.

Responsi

• bilities
  
  Active listening: listen carefully, retain key details, and accurately understand our customers’
• concerns.Effective communication: clearly communicate information, ask the right questions, and ensure customers understand
• solutions.Customer-centric mindset: always aim to deliver a quality service for our customers so they have a positive experience to ensure longer lasting rela
• tionships.Empathy and support: understand the customer’s perspective and tailor your approach accordingly t
• o support.Resilience: remain calm when dealing with customer questions, competing priorities and a demanding
• workload.Accountability: resolve customer queries in-line with policy and
• guideline.Following Process: follow procedures or making appropriate escalations where
• necessary.Digital Fluency: have confidence and a good capability with t

echnology.
Qua

lifications

We can teach you everything else you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems, and products, and in our Academy (where you’ll be taking your first live customer calls with the support of a peer coach). Our Training and Academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office. Where possible we ask that you do not take any holidays during this time as this will be limited during this period and can be discussed further at interview. You must also be able to commit to the role for a minimum

of 12 months.

Required Skills

Applications are open to UK Residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role. This is a full-time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress

your application.

Our Contact Centre is open between 6am to 11pm Monday to Sunday. We have a variety of working patterns created to suit you, including compressed shifts with up to 3 days off each week! For example: Monday to Friday 8am to 6pm one week, and then Monday, Wednesday, Thursday, and Sunday 8am-6pm the next. This shift offers an alternating pattern each week allowing you more freedom and flexibility on your days off. If successful in your application, an appropriate available shift pattern will be discu

ssed with the team.
You’ll be required to work in the office three days per week, with the option to request workplace adjustments if required after joining. We operate a hybrid working environment, which means you will work at our office in Leeds some of your time and then remotely from home. So please do consider if this will be commutable for you. To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a min

imum speed of 10MPS.

Equal

Opportunity Statement

We are committed to di

versity and inclusivity.