Customer Service Representative

  • Tesco Bank
  • Nov 15, 2024
Customer Service Retail

Job Description

Salary: £20,500 to £23,500 depending on experience Working Hours: Full time, 36 hours per week. The Credit Cards department is open Monday to Sunday, 07:00am to 09:00pm. Colleagues in our Credit Cards department handle customer inquiries via inbound calls, covering everything from purchasing queries to addressing more complex questions about interest rates. Alongside managing incoming calls, you’ll play a pivotal role in encouraging customers to explore our digital channels for self-service options. Part of your responsibilities may involve addressing and resolving customer complaints. We pride ourselves on maintaining an energetic and collaborative environment, fostering professional growth and development. Your ability to adapt quickly and efficiently to the demands of a busy call centre, while ensuring exceptional customer service, will be key to your success. You’ll undergo onsite training and then by placed in our graduate bay before transitioning to your team, all while remaining as office-based colleagues. However, once you have reached competency in role, you can request to transition to a primarily remote working arrangement through our ‘Moments that Matter’ working model. This will allow you to work from home for most of the time, while joining colleagues in our offices for significant occasions, such as team meetings, development discussions, and social events. You will be responsible for: * Using your excellent listening and relationship-building skills to provide an outstanding customer service * Efficiently managing high call volumes whilst ensuring a consistently positive and engaging customer experience * Engaging with customers across diverse communication channels, predominantly you will be working inbound calls but may be required to conduct outbound calls occasionally * You’ll take full ownership of the customers you assist, guiding them from initial call all the way though to resolution * Using your own judgement to effectively handle and resolve customer queries, and where needed access relevant tools for support * Listening to customers personal circumstances to understand their requirements and provide personalised solutions * Accurately documenting customer interactions, issues, and resolutions within our systems * Educating customers on the full range of products and services we offer when additional information is requested by the customer - don’t worry, full training will be provided to ensure you are a Tesco Bank product expert You will need: * A passion for delivering an excellent customer experience and finding the best outcome for our customers * Previous experience in Customer Service within a call centre preferred, however, transferable skillsets within an applicable customer service environment are equally valued e.g., retail, hospitality or leisure * Proficiency in written and verbal communication, coupled with listening and empathic skills, demonstrating resilience in handling various complex challenges * Proficiency in technology, including Microsoft Office, is essential. You will be regularly multitasking and using multiple systems simultaneously to effectively carry out your responsibilities Every applicant must have the right to work in the UK to commence employment with Tesco Bank either by way of nationality, visa or work permit, and as you will be working in a highly regulated environment, all offers of employment for this role are subject to a series of background checks, including a criminal record check and stringent financial checks.