Customer Support

• Answer a high volume of calls and interact with customers over live chat and email
• Respond to day-to-day banking needs across various products and services
• Accurately investigate customer queries and escalate as needed
• Ensure service and customer demand is met to a high standard
• Participate in initiatives to improve customer service, processes, and procedures
• Liaise with other teams to advocate on behalf of customers
• Understand customer requirements and provide personalized solutions

Customer Service Specialist

• Manage, organise, and co-ordinate the day-to-day work of a team of agents
• Deliver the highest standards of service to customers
• Support front-line agents and resolve escalated and varied queries
• Ensure adequate oversight of team performance
• Work closely with current account product team and act as a voice for customers and team
• Focus on continuous improvement mindset
• Rotate shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday
• Work from Manchester office three days per week
• Work one weekend per month from home, with time off in lieu provided during the week
• Manage some bank holiday working with time off in lieu

Customer Service Team Leader

• Act as a trusted point of contact for dealer customers, providing clear, knowledgeable, and practical support
• Guide customers towards the right VELUX solutions, balancing technical requirements and commercial needs
• Manage enquiries across phone, email, and chat, ensuring a consistent and high-quality experience
• Take full ownership of cases, from first contact through to resolution
• Handle more complex queries and complaints with confidence, empathy, and sound judgement
• Build strong relationships with internal teams to ensure smooth coordination and timely outcomes
• Identify opportunities to add value, strengthen dealer capability, and support sales growth

Customer Service Advisor – Dealer Services

• Handling client support tickets across email and chat
• Providing first-line support for OMS Create - our VR authoring platform
• Owning and continuously improving our knowledge base
• Identifying, documenting and escalating bugs
• Contributing to QA for new features and releases
• Building and maintaining internal processes

Customer Support Associate

• Deliver tailored customer service to internal and external customers
• Manage orders, prescriptions, and complaints
• Communicate effectively with stakeholders to improve customer experience

Customer Service Representative

• Be the go-to voice of the brand, supporting customers across phone, email and digital channels.
• Handle a high volume of customer queries with confidence, empathy and professionalism.
• Help customers with orders, deliveries, returns and account queries, delivering quick and effective resolutions.
• Provide clear advice on products, specifications and application support.
• Manage digital tickets efficiently, keeping response times high and customers updated every step of the way.
• Work closely with internal teams to solve more complex issues and deliver a seamless customer experience.
• Support customers with placing orders, tracking shipments and managing their accounts.
• Monitor customer feedback across digital channels while maintaining a friendly, professional brand tone.
• Spot recurring trends and share ideas to improve processes, FAQs and the overall customer journey.

Customer Experience Specialist

• Lead, motivate and develop a high performing CX team
• Conduct regular 1:1s, performance reviews and QA evaluations
• Coach team members to achieve their full potential
• Drive performance across key CX metrics including NPS, FCR, productivity, engagement and quality
• Monitor live dashboards and make real time decisions
• Lead team meetings and confidently present updates
• Manage attendance, holidays and absence processes
• Support recruitment, onboarding and probation management
• Build strong relationships across the wider business
• Drive continuous improvement initiatives and customer experience enhancements
• Support your team through change in a fast paced environment

• Timely and effective communication with customers, partners and internal departments via e-mail/telephone.
• Updating / verifying the DSV Order Management System with customer booking details and customs details.
• Liaise with operations and overseas offices to ensure customer commitments are delivered upon.
• Effective monitoring to ensure deliveries are completed within the agreed timelines.
• Ensure that all collection consignments are conforming to correct information.
• Pro-active problem solving with customers and colleagues when issues arise.
• Comply with and understand customs regulations when transporting freight from the UK
• Resolve Credit Management Queries where necessary.
• General Day to Day administrative duties.

Customer Service Agent

• Technical Lead will be responsible for the successful management of the Operational Support Service
• Act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests
• Main point of contact for all service reporting and discussions with the customer
• Identify opportunities for growth of the adoption of the Exeevo tools
• Take ownership to resolve the more complex technical tickets that the junior team members are not able to address.
• Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team.

Technical Lead, Customer Support

• Providing face‑to‑face support to customers in our branches
• Handling some everyday banking tasks
• Helping people through important moments — offering reassurance, guidance and practical support
• Supporting customers with various needs, including bereavement and fraud concerns
• Promoting and supporting our digital services
• Helping customers use online and mobile banking independently
• Connecting customers with the right products and services

• Respond to client queries across live chat, email, and phone promptly and professionally
• Provide support to Chinese-speaking clients across UK and Canada coverage hours
• Deliver high-quality support during evening shift operations, ensuring service-level agreements and response-time targets are met
• Support clients through account opening, verification, funding, and withdrawal processes
• Help clients navigate MT4, MT5, and the MultiBank-Plus platform
• Escalate complex or sensitive cases to the relevant internal team and follow through to resolution
• Keep accurate records of client interactions and contribute to knowledge-base improvements
• Follow all compliance, KYC, and data-protection requirements

Customer Support Specialist

• Lead and develop a global Customer Experience team of 6 across the UK and US, whilst these are our central hubs we support customers worldwide.
• Take full ownership of how Customer Experience runs day-to-day- driving performance and results.
• Coach, support and grow your team through regular 1:1s, feedback and development planning.
• Build a strong, connected team culture across regions.
• Shape and improve how we work- introducing smarter processes, tools and ways of supporting customers.
• Set clear standards for service, tone of voice and how we show up across every customer interaction.
• Plan workloads and resources to keep things running smoothly, even during busy periods.
• Act as the go-to for complex or high-impact customer issues, finding the right balance between customer needs and the business.
• Use data and insight to spot trends, solve problems and keep improving the experience.
• Work closely with departments across the business, bringing the voice of the customer into everything we do.

Global Customer Experience Manager

• Understand and deliver against required objectives and targets delivering amazing customer experiences
• Responsible for the completion of all documented processes supporting our customers
• Handling inbound calls & digital communications from our customers
• Proactively identify and apply additional support services
• Take ownership of complex queries delivering clear resolutions
• Deliver account cleansing and administrative duties
• Make the most of our multi-channel technology to deliver engaging communications
• Adhere to all policy, process and procedures to ensure consistency
• Positively engage in coaching with your Leader to review performance

• Communicate with customers courteously and efficiently by email and telephone
• Ensure all enquiries are resolved effectively and in a timely manner, meeting department SLA's
• Provide product information and offer order assistance to help the e-commerce department achieve sales goals
• Work toward daily individual and team goals, supporting the business operating plan
• Process and review website orders and back orders via our ERP system
• Execute customer return requests, issuing appropriate refunds and credit notes and notifying the customer within 48 hours of receipt of goods
• Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues
• Liaise directly with our warehouse to resolve any web order delivery and logistics queries
• Support the department in achieving business KPIs including; queries actioned, customer response time, complaints to appreciations
• Coordinate relevant departments to ensure tone of voice and brand consistency across community communications, whilst maintaining exceptional levels of customer service and professionalism
• Act as a liaison between the Customer Care team and Team Leaders, ensuring smooth communication and alignment
• Monitor team performance and identify opportunities for improvement in productivity, quality and adherence to targets
• Handle and oversee customer escalations ensuring resolution is timely, effective and in line with company standards
• Provide regular updates to management on outstanding tasks, tickets or issues that require attention
• Complete ad hoc administrative or operational tasks assigned by management to support team efficiency and workflow

Senior Customer Care Operations Advisor

• Logging and managing customer enquiries via our call management system
• Investigating and resolving issues within agreed service guidelines
• Coordinating urgent orders and stock requests across departments
• Managing returns and credits with a keen eye for details
• Advising on product alternatives and placing orders

Customer Service Administration Support

• Handling customer enquiries via our call management system with accuracy and care
• Investigating and resolving issues promptly within service guidelines
• Managing urgent orders, returns, and complaints with empathy and efficiency
• Liaising with internal departments to ensure smooth communication and service delivery
• Maintaining customer profiles and proactively managing service changes

Customer Service Advisor

• As a Customer Experience Agent - Portuguese Speaking, you’ll be the voice of Arcavindi across multiple channels.
• Handle high volumes of inbound and outbound queries across phone, email, WhatsApp, webchat, and social media.
• Manage customer conversations with professionalism, speed, and empathy.
• Resolve queries and complaints fairly and consistently, meeting quality standards.
• Support customers during the buying process, explaining next steps and overcoming objections.
• Build trust through accurate, timely, and clear communication.
• Take ownership of complex cases and collaborate with colleagues to resolve them smoothly.
• Consistently exceed KPIs for quality, efficiency, and customer satisfaction.
• Suggest ways to improve processes, training, and workflows.

Customer Experience Agent, Portuguese

• Develop and implement marketing strategies
• Collaborate with product development, sales, and other departments
• Analyze data to optimize marketing strategies
• Manage marketing budget to maximize ROI
• Lead marketing initiatives to enhance customer service journeys

Marketing Manager – Customer Care, Network Marketing

• Providing crucial support to customers and colleagues in our contact centres
• Responding to and investigating queries
• Providing support on business processes, policies and procedures
• Managing the full process of moving ISA and GIA cash between NatWest Group brands and external providers
• Ensuring transfers are accurate, timely, and compliant
• Managing digital and non‑digital requests
• Updating client records in Avaloq
• Coordinating payments and communicating with counterparties
• Identifying barriers to performance and coordinating improvements
• Working closely with operational centres, providing coaching and support

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