Customer Relations Officer Glasgow, Scotland
Job description
Slary: Competitive salary starting from £22,250 plus annual bonus
Working Hours: Full time, 36 hours per week
As a Tesco Bank Customer Relations Officer, you’ll be providing support to our Banking and Insurance customers where a product or services has not met their expectations through established processes, ensuring the highest standards of customer service and optimum business outcomes.
After initial onsite training and reaching competency in role, you will have the choice to be office based or to hybrid work from home via our ‘Moments that Matter’ working model. In this blended working model, you will spend most of your time working from home and come together with colleagues in our offices for important moments, such as team meetings, personal development conversations, and social activities.
You will be responsible for:
- You will be supporting our Banking and Insurance customers where the product or service purchased has not met their expectations
- Handling complaint cases from end to end, ensuring a fair and timely outcome for the customer and support in retraining their loyalty to the bank
- Communicating with customers using a variety of channels including inbound and outbound calls and email
- Responding to customer queries and providing basic product and services information
- You will be carrying out a range of customer service activities, including handing customer cases and enquiries that are more complex or outside the norm
You will need:
- Demonstrable complaints handling experience from a contact centre, financial services, retail, hospitality or leisure environment in a supervisory capacity
- Excellent communication skills, both written and verbal, with the ability to navigate challenging conversations
- Strong listening, patience and empathy skills to ensure you quickly understand the route cause of our customers dissatisfaction and identify a suitable resolution
- A passion for delivering an excellent customer service and ability to remain composed whilst under pressure to alleviate customer grievances
What’s in it for you:
- Embrace the benefits of our Colleague Clubcard, your gateway to exclusive advantages. Enjoy a 10% discount that increase to 15% every payday, spanning across a 4-day window for shopping at Tesco stores and online.
- As an added perk, share the goodness with a family member or friend through a secondary card.
- Enhance your mental and physical wellbeing with our comprehensive benefits package, encompassing the Virtual GP Service. This invaluable resource grants you and your family free access to round-the-clock doctor's appointments 365 days a year. Additionally, explore our cycle-to-work scheme, promoting a healthier lifestyle and environmentally friendly commuting options.
- Indulge in a generous holiday allowance of 7.2 weeks, including Bank Holidays. Additionally, you can seize the chance to acquire extra days through our optional purchase scheme.
- Embrace our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
- Unlock fantastic offers and discounts on well-known brands, helping you save on your everyday expenses.
- Prepare for your retirement with our robust savings plan, featuring a pension scheme that offers a 1:1 match on contributions, up to 7.5%.
- Receive life assurance coverage equivalent to up to five times your contractual salary as a member of our pension scheme.
All successful candidates must complete pre-employment screening checks. As part of this clearance, we will request and assess Right to Work in the UK, criminal record, and credit checks.
Job Type: Full-time
Salary: £22,250.00 per year
Benefits:
- Additional leave
- Canteen
- Casual dress
- Company events
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Paid volunteer time
- Referral programme
Supplemental pay types:
- Bonus scheme
Work Location: In person
