Job Role: Customer Service Executive
Location: Solihull
Salary: £25,000 pa
Hours: 35 hours per week
About the company
Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team.
At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Love the way we work.
Why Join Us?
- A competitive salary and benefits package including discretionary bonus
- Matched pension contributions
- 25 days annual leave plus bank holidays and your birthday off, on us!
- A wellbeing hour to spend doing whatever makes you happy
- A wide range of flexible benefits from Cycle2Work to private healthcare
- Life assurance
- Paid volunteering days and matched charity fundraising
- A collaborative and flexible working environment.
- Opportunities for professional development and career progression.
- A chance to make a real impact in a regulated, purpose-driven organisation.
What you`ll be doing
- Handle incoming calls from customers and colleagues, aiming to achieve first-contact resolution within agreed service level targets.
- Make outbound calls where required to support the accurate setup of payment methods, ensuring clarity and understanding for customers.
- Deliver a high standard of customer service by identifying and meeting customer needs, fully resolving queries, and achieving or exceeding quality performance metrics.
- Accurately update and maintain customer records and systems in line with relevant regulatory requirements, codes, and legislation.
- Demonstrate flexibility to ensure administrative tasks within the team are completed accurately and within agreed timescales.
- Proactively contribute to the growth and continuous improvement of the department, viewing change as an opportunity to enhance processes and service delivery.
- Take ownership of personal workload and development, working with minimal supervision when required.
- Maintain punctuality and adhere to work schedules to ensure departmental workloads are effectively supported, including ad hoc or additional work when needed.
What we`re looking for
- Experience in customer facing role, with the ability to demonstrate a strong customer focus
- Diligent in identifying risks and proactive in taking appropriate action
- Courteous & confident telephone manner
- Strong verbal and written communication skills
- Experience in banking, financial services or telephony-based roles is desirable but not essential
Everyone is different. Everyone is valued
As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.
Every one of our employees brings unique talent, ability and perspective to their role.
That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.
We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.