Chetwood Bank

Customer Service Agent

Chetwood Bank

full-time

Posted on:

Location Type: Hybrid

Location: Wrexham • United Kingdom

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About the role

  • Answering inbound calls, addressing customer queries and questions.
  • Responding to customer queries and resolving issues through web-chat and email.
  • Providing customers with information about our products and services.
  • Responding to more complex queries, resolving problems and issues faced and presented by customers.
  • Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
  • Identify and handle customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
  • Ensuring that emails and letters to customers comply with regulation, as well as responding to data subject access requests.
  • Identify potentially fraudulent applications and report any findings to the relevant team.
  • Update host systems with information and details of customer interactions.

Requirements

  • You will be a quick learner, but also have strong foundations and experience in interacting with customers both verbally and in writing.
  • Excellent communication skills to effectively communicate with customers, demonstrating warmth, empathy and understanding is crucial.
  • Able to understand customer problems and break them down to find solutions.
  • Strong attention to detail and experience working directly with customer account data as well as any sensitive information.
  • Experience handling customer complaints and complex cases, ideally over the phone or online.
  • Relevant, recent experience in a customer facing role.
  • Qualified to at least A-Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
  • IT literate, including Google suite and Microsoft products
Benefits
  • - Competitive salary
  • - 25 days holiday PLUS your BIRTHDAY off
  • - Pension contribution with Royal London
  • - Life Assurance
  • - Private medical, dental and optical health insurance with Axa
  • - Hybrid working – Wrexham
  • - Free breakfast available
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer interactionproblem resolutiondata handlingcomplaint managementfraud detection
Soft Skills
communicationempathyattention to detailadaptabilityflexibility
Certifications
A-LevelGCSE