Customer Service Officer - Premier Banking

Location Manchester, United Kingdom

Salary From £27,090

Job typePermanent | Contract typeFull Time

Hybrid

You’ll split your time between working from home and at one of our offices, hubs or customer locations. Most hybrid roles require a minimum of two days a week in the office, with some roles requiring more frequent on-site collaboration.

Entry Level

This is a general indication and doesn’t always reflect day-to-day responsibilities. Check the job description for full details.

#R-00286790

Job description

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service Officer in Premier Banking

• We’ll look to you to deliver excellent service to our customers, keeping their needs and financial goals in mind at all times
• You’ll be educating customers in the different ways to Bank and supporting them in choosing the options that work best for them
• You’ll be a detail-orientated person able to complete processes and procedures while providing each customer with a seamless experience
• This job does not meet Skilled Worker visa sponsorship requirements
• What you'll do

You’ll handle inbound calls from Premier Customers regarding a wide range of queries delivering an exceptional service to everyone you speak to. Whether it’s making payments, dealing with banking queries, providing product information or booking customers in to discuss their finances with a relationship manager, you’ll be there to help.

Your duties will include

Taking full ownership of your calls, solving customers’ queries and providing an outstanding memorable customer experience

Maintaining relationships with colleagues in your department to support customers and maintain an awareness of the wider aims of the business

Identifying complaints and errors quickly and making sure that the relationship with the customer is fully restored

Improving processes and procedures to maximise customer satisfaction and efficiency

The skills you'll need

You'll have experience working in a customer-focused environment, with a passion for delivering excellent service and building positive relationships with customers. You'll enjoy helping customers by understanding their needs and finding the right solutions while meeting performance and quality standards.

We’re also looking for you to demonstrate

Excellent communication skills, both verbal and written with the ability to build rapport and adapt your approach to different customers

Confidence working in a fast-paced contact centre environment, managing a high volume of customer interactions while maintaining attention to detail

A genuine commitment to putting customers first, going the extra mile to provide a personalised and effortless experience

A positive attitude towards developing new skills, embracing feedback, and developing your knowledge

Good technology skills with the ability to multitask whilst talking to customers

Resilience empathy, and the ability to remain calm and professional when handling a range of customer enquiries

Working here

We're here for our customers, whatever the time of day or night, so you'll need to be flexible and commit to working a rotating shift pattern

You’ll work 35 hours over 5 days between the hours of 7.00am and 9.00pm, this will include 3 weekend shifts, a Saturday or Sunday in a 12 week period. We'll discuss your hours in more detail at your interview

Upon completing your 6 month probation, you'll be required to work 2 days a week in our Manchester office

You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we’ll help take your career to the next level

How we'll reward you

You’ll join on a competitive salary of £27,090 and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays. Visit our rewards and benefits page for more information on the benefits packages we offer.

Your benefits breakdown

Here’s a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.

Please note, the presented benefits packages are based on the minimum base salary.

Tap each segment for details.

### Your pay package

### Your leave allowance

25 days Annual leave You’ll also have the opportunity to purchase up to 5 additional days off.

3 days Volunteering Take time off to support the causes you’re passionate about.

3 days Training Take time to build the skills you need to grow your career.

### Total rewards package

Welcome to our Spinningfields hub

• Spinningfields is Manchester’s leading leisure, retail, and business district and home to some of the most incredible architecture, restaurants, flagship stores, and bars the city has to offer.
• ### Key facts:
• Space for 1,345 colleagues from various teams across the bank
• Our outdoor roof terrace has panoramic views of the city
• * Opened in 2023