Customer Service Advisor London, England
Job description
Location: London
Contract: Permanent
Hours: Full time
Salary: Up to £25,000 p/annum depending on experience
Benefits package:
- 30 days annual leave plus bank holidays, opportunity to buy and sell holiday
- 15% employer pension contribution,
- Performance related bonus
- Flexible working
- Cycle to work scheme, healthcare cash plan and life assurance
- Paid voluntary day, maternity, adoption, and shared parental leave
- Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology...and plenty more
THE ROLE
Your purpose in this role will be to provide an excellent Customer experience to all prospects and customers of the scheme through our multi channelled contact centre. You will be explaining the intricacies of the scheme, clarifying all aspects of the customer journey and supporting our customers to progress and succeed where possible with their individual business ventures. All queries will be dealt with in a professional and timely manner, acting as a Customer Ambassador who is effective in identifying customer issues and monitoring the impact and quality of the Start-Up Loans (‘SUL’) programme and the performance of its Delivery Partners.
Reporting to the Customer Service Manager, you will Collect and report customer feedback to the business to ensure that good practice is recognised and evaluate your success against set KPIs including time to answer calls, response rates within SLAs and customer satisfaction surveys. As a Customer Service Advisor you will also build and maintain effective and productive working relationships with colleagues, key stakeholders, third-party suppliers and support the company’s overall mission.
You will have an excellent telephone manner with strong communication skills, both verbal and written. You will have the ability to build rapport with callers quickly and be efficient at gathering relevant information. You will have a willingness and ability to manage routine and repetitive work and whilst remaining focused and effective, working independently and within a collaborative team-orientated environment using sound judgment in decision making.
It would be highly beneficial if you have experience of working in a Customer Services environment, preferably in a fast paced and targeted Contact Centre environment. You will be strongly customer focused and understand the importance of delivering high standards of customer service at all times.
You will be proficient with MS Office - particularly MS Excel, MS Word, and have a working knowledge of the FCA, ICO and Treating Customers Fairly.
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ABOUT US
The British Business Bank is a unique and exciting institution. Its mission is to drive sustainable growth and prosperity across the UK, and to enable the transition to a net zero economy, by supporting access to finance for smaller businesses.
Established in 2014, it is a 100% government-owned economic development bank but independently managed.
To deliver its programmes, the Bank works through more than 200 delivery partners such as high street, digital, specialist and challenger banks, venture capital and private debt funds and fintech platforms.
Currently, we employ around 550 people, split between offices in Sheffield and London.
Please note all candidates applying for this role should have the right to work in the U.K.
