Specialist Customer Care Advisor - Inbound Telephony reference: 0000084497

This is an exciting opportunity for driven individuals to join our team as a Specialist Customer Care Advisor, focusing on either our Mandates or High Value Banking teams. If you are passionate about delivering exceptional service and thrive in a dynamic environment, this role could be the perfect next step in your career.

About the Opportunity:

As a Specialist Customer Care Advisor, you will be at the forefront of providing outstanding support to our Business Banking customers. This role involves handling inbound telephony enquiries, where you'll leverage your problem-solving skills to resolve complex cases and offer bespoke solutions tailored to each customer's unique needs. You'll also be instrumental in managing and prioritising your casework to ensure the best possible outcomes are achieved.

Key Advantages for Candidates:

• Develop Specialist Banking Expertise: Immerse yourself in the intricacies of Business Banking, gaining in-depth knowledge of financial products and services. This role offers the chance to specialize within either the Mandates or High Value teams, fostering deep expertise.
• Customer-Centric Impact: Directly influence customer satisfaction by resolving complex issues and providing personalized solutions. Your efforts will be crucial in building and maintaining strong customer relationships.
• Skill Enhancement: This role is designed to sharpen your abilities in critical areas such as adaptability, resilience, time management, attention to detail, and computer literacy. You will become adept at navigating digital tools and managing your workload efficiently.
• Career Growth Potential: The description hints at opportunities for leadership and contributing to process improvements. For individual contributors, there's a strong emphasis on taking ownership, implementing systems, and collaborating with broader teams, all of which can pave the way for future advancement.
• Dynamic and Fast-Paced Environment: If you enjoy a challenging and engaging work environment where no two days are the same, this role will provide that experience. The quick-moving nature of inbound telephony ensures continuous learning and development.
• Contribution to Excellence: You'll be actively involved in identifying areas for improvement within customer care processes, providing feedback, and coaching colleagues. This offers a chance to make a tangible difference to the team and the organization.

Key Considerations for Your Career Path:

• Shift Work and Flexibility: The role operates between 8 am and 8 pm, Monday to Saturday, on a shift rotation basis. Candidates should be prepared for this flexible working pattern.
• Problem-Solving Acumen: This is not a purely transactional role. Success hinges on your ability to analyze complex situations, think critically, and devise effective solutions for business banking customers.
• Adaptability and Resilience: The fast-paced nature of inbound telephony, combined with resolving intricate customer needs, requires individuals who can adapt quickly to changing priorities and remain composed under pressure.
• Commitment to Professionalism: A consistently punctual and professional approach, coupled with excellent time and diary management, is essential for excelling in this role.
• Financial Services Interest: While not always mandatory, previous experience in the financial services sector, particularly in banking, is highly valued and can provide a significant advantage.
• Embracing Company Values: Alignment with the company's values (Respect, Integrity, Service, Excellence, Stewardship) and mindset (Empower, Challenge, Drive) is expected. Candidates who resonate with these principles will likely find greater success and job satisfaction.

This role is based in Sunderland and offers a competitive salary of £27,500 per annum. If you are a motivated individual with a passion for customer service and a desire to grow within the financial sector, we encourage you to explore this promising opportunity.