Salary: £22,500 to £26,000 depending on experience
Working Hours: Full time, 36 hours per week
As a Tesco Bank Customer Relations Officer, you’ll be providing support to our Banking customers where a product or services has not met their expectations through established processes, ensuring the highest standards of customer service and optimum business outcomes.
After initial onsite training and reaching competency in role, you will have the choice to be office based or to hybrid work from home via our ‘Moments that Matter’ working model. In this blended working model, you will spend most of your time working from home and come together with colleagues in our offices for important moments, such as team meetings, personal development conversations, and social activities.
You will be responsible for:
* You will be supporting our Banking customers where the product or service purchased has not met their expectations
* Handling complaint cases from end to end, ensuring a fair and timely outcome for the customer and support in retraining their loyalty to the bank
* Communicating with customers using a variety of channels including inbound and outbound calls and email
* Responding to customer queries and providing basic product and services information
* You will be carrying out a range of customer service activities, including handing customer cases and enquiries that are more complex or outside the norm
You will need:
· Demonstrable complaints handling experience from a contact centre, financial services, retail, hospitality or leisure environment in a supervisory capacity
· Excellent communication skills, both written and verbal, with the ability to navigate challenging conversations
· Strong listening, patience and empathy skills to ensure you quickly understand the route cause of our customers dissatisfaction and identify a suitable resolution
· A passion for delivering an excellent customer service and ability to remain composed whilst under pressure to alleviate customer grievances
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.
