Senior Customer Service Advisor

Overview

Senior Customer Service Advisor – provide exceptional customer service to resolve complex customer needs/requests via chat, email and telephone while working within our Retail Banking Customer Care team.

Responsibilities

• Deliver customer service across multiple communication channels (chat, email, phone).
• Resolve complex, specific customer needs and provide personalized resolutions.
• Collaborate with bank teams to align and integrate customer care processes.
• Identify improvement areas and recommend changes in customer care processes.
• Develop and implement customer care procedures and controls to mitigate risks.
• Respond to inquiries around account balances, transactions and payments.
• Prepare reports and presentations on customer care performance for senior stakeholders.
• Monitor industry trends and implement best practices to improve efficiency.

Leadership (if applicable)

• Lead and supervise a team, coaching colleagues and allocating work.
• Demonstrate leadership behaviours: Listen, Energise, Align, Develop.
• Coordinate team resources and manage workloads.

Qualifications

• Background in customer service, retail, hospitality, or related field with experience handling complex queries.
• Strong communication skills and the ability to provide specialist advice.
• Demonstrated ability to manage risk and strengthen controls.
• Knowledge of banking products and services is an advantage.

Working Conditions

Full‑time role, 5 days per week, includes occasional weekends. Competitive salary of £27,700 plus a comprehensive core benefits package (pension plan, private medical insurance, life insurance, income protection).

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