Senior Customer Service Adviser

RBS, Future Williams and Glyn currently have exciting, permanent opportunities available for Senior Customer Service Advisers to join our team in our Banking Contact Centre based in Spinningfields, Manchester. This is a superb opportunity for individuals who are experienced advisers or even individuals who are interested in taking their first step into the banking industry.

You will be joining a brand new team within a growing business area in company who see developing their people as a key policy. If you have an interest in working in a modern banking environment within an attractive and successful business area, with fantastic development opportunities, we want to hear from you!

About us

We are a bank focused on driving market leading customer service we can be proud of. We do this by putting the customer at the heart of everything we do, serving the communities in which we operate with the level of professionalism and friendliness that they expect and deserve. We are currently part of the RBS Group trading under the Royal Bank of Scotland brand in England and Wales and the NatWest brand in Scotland. Internally, we refer to ourselves as the "Future Williams & Glyn Team".

The role

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 Adviser, 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 Directs customer base.


Customer
- Support the retention and growth of the customer base by fulfilling customer needs through products and service offerings
- Deliver excellence in 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
- Understand what 'Treating Customers Fairly' means to you and your customers and deliver fair outcomes for customers in every transaction with them
- 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

Colleague
- Demonstrates confidence and a positive attitude to the work undertaken
- Take ownership for your 1:1s, performance conversations and Personal Development Plan, ensuring that you allocate time to build your capability and review progress regularly with your line manager
- 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

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
- Understanding of the importance of the "Helpful Banking" behaviours


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)
- A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
Important information

Please note:
- There are three intakes currently for these roles, start dates are 1st April 2017, 3rd May 2017 and 30th May 2017
- Successful candidates will be required to attend 3 weeks mandatory, full time training from their start date - 9:30am - 5pm (Monday to Friday)

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.