Customer Service Advisor

Customer Service Advisor Location: London / Hybrid Working (You are required to attend the office 2 days per week) Contract: Permanent Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri) Salary: £27,000 Benefits package: 30 days annual leave plus bank holidays (pro rata for part time), opportunity to buy and sell holiday 15% employer pension contribution, discretionary bonus scheme Flexible working, cycle to work scheme, healthcare cash plan and life assurance Paid voluntary days, maternity, adoption, and shared parental leave Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology and plenty more THE ROLE You will work within the Customer Experience Team at Start Up Loans (SUL), a subsidiary of the British Business Bank, reporting to the Customer Service Manager. You’ll be in a role where you will support applicants and Business Support Partners throughout their journey with SUL. Your role is to deliver a positive and consistent customer experience across a multi-channel contact centre. You will respond to enquiries professionally and promptly via telephone, email, webchat and administrative tasks, working collaboratively with colleagues to meet service level agreements and personal performance targets. You will be comfortable carrying out routine and repetitive customer interactions while maintaining focus, accuracy and quality. You will put the customer at the heart of everything you do, acting in line with Consumer Duty principles and supporting high levels of customer satisfaction. You will identify and resolve customer issues, including stage one complaints, by establishing root causes, working towards appropriate solutions and following up to ensure resolution. You will also share feedback with the Customer Experience leadership team to help improve the customer journey and support continuous improvement. You will follow all internal and external risk, control and compliance requirements, including complaint handling guidance, and maintain a reliable quality record. You will support customer insight activity by promoting surveys and contributing to expected customer satisfaction outcomes. You will have a professional telephone manner and clear communication skills, both verbal and written. You will be able to build rapport quickly, gather relevant information efficiently and understand customer needs. You will be customer focused, able to work independently as well as part of a team, and capable of managing your time effectively while prioritising tasks in line with business needs. You will demonstrate attention to detail, sound judgement and a practical, solution-focused approach when resolving customer queries. You will have the company values at the forefront of your mind every day when interacting with customers and colleagues by demonstrating that you are creative, collaborative, catalytic and courageous. Please note if we receive a high volume of applications we may close the advert before the advertised closing date. Click here to view the full Job Description . Key Benefits Click here for a complete list of benefits 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday 15% employer pension contribution Flexible working Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance Paid voluntary days, maternity, paternity, adoption, and shared parental leave Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more