Senior Customer Service Advisor (Business Directs)

Manchester, Greater Manchester, England
07 Nov 2016
05 Dec 2016
Steve Martin
Contract Type
Full Time
About us:
We're creating a standalone UK bank for our customers and all our employees to be proud of, focused on driving change in the banking industry. We'll do this by putting the customer at the heart of everything we do, servicing the communities in which we reside with the level of professionalism and friendliness that they expect. This is a unique opportunity to be part of a new UK bank from the outset, with all the exciting challenges and rewards that will bring.

The role:
We are currently looking to appoint a Senior Business Support Adviser to join our contact centre based in Manchester. This is a full time, temporary assignment with an estimated duration of 6 months.

Our telephone based Business Directs team provide an easily accessible and outstanding customer service for new and existing Business Directs customers. As a Senior Business Support Advisor, you will be responsible for delivering excellent service in every customer interaction, explaining professionally and simply how we can help. By listening carefully to our Business customers and asking the right questions you will provide the best possible combination of service and products to meet their needs.

Where relevant, you will also introduce customers to colleagues both within and outside of the team who can help them with their lending requirements and other more specialist services. As part of the Business Directs team, the great customer experience you deliver will play a significant part in building our reputation for service excellence and support the future retention and growth of our Business Direct customer base.


Support the retention and growth of the customer base by fulfilling customer needs through product and services offerings
Deliver excellent customer experience by putting customers and their interests at the heart of all you do, demonstrated by positive customer feedback and minimal customer complaints
Form meaningful customer relationships through conversations where you identify, understand and meet their needs, providing access to specialist advice where required
Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled adhering to the correct complaints management process
Participate in team based continuous improvement activity with the customer at the heart of all thinking
Demonstrates confidence and a positive attitude to the work undertaken
Keep up to date with key communications and changes to products and services by participating in training and briefing activities
Display positive behaviours when dealing with change and ambiguity and overcome the challenges presented
Where requested act as a buddy to new starters
Pro-actively support your colleagues, building excellent relationships

About you:

Personal motivation to deliver outstanding customer service by anticipating customer needs and exceeding their expectations
Great interpersonal and telephony skills with the ability to explain things simply for customers
Experience of working in a face to face or telephony environment and the ability to vary approach across both
Strong written skills (to support credit applications, email etc.)
Team working - display a 'One team' approach within own team and across wider business areas
Ability to forge strong and lasting relationships with internal colleagues/departments
Flexibility to work between the hours of 8AM and 8PM Monday to Friday and 9AM - 2PM Saturday on a rotational basis

W&G Behavioural Critical Competencies:

I am a proud advocate of Williams & Glyn
I care for our customers and the wider community
I treat Williams & Glyn like my own business
I take accountability
What you'll get in return

Upon joining the team you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.