Customer Service Advisor (Part-Time)

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Are you looking for a stable, long-term career opportunity where you can make a real difference delivering first-class customer service? Are you looking for flexibility around your personal and/or family life?

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team, on a Part-Time (22.5 hours per week) shift pattern basis. Within this crucial 1st line customer centric role, you’ll be a dedicated professional delivering service excellence to our customers, across a variety of product ranges.

Please note - This is a part-time 22.5 hours per week working shift pattern with a requirement covering Monday’s to Saturday’s.

Who We Are

Established in 2004, Zempler Bank is committed to making money simpler. We are a “Top 100 Best Companies” employer and a leading FinTech bank, recognized by the Competition & Markets Authority (CMA) in 2024 as the only UK bank to rank in the top five across all three categories within business banking.

The Role

Based on a permanent & on-site basis at the impressive “Spine” building in Liverpool (L7), the Customer Service Advisor will focus on first-touch resolution, aiming to make us ‘easy to do business with’ as well as becoming 'the UK's best-loved bank'.

After a fully paid training period, the Customer Service Advisor will handle a variety of service-based requests, challenges, and issues our customers face related to their day-to-day banking needs, as well as providing support for our most vulnerable customers to ensure everyone gets the right outcome.

This Customer Service Advisor job will provide a strong platform for an empathetic and dedicated individual to “see beneath the bonnet” of a digital bank, in a stable and supportive environment as well as providing the potential for good learning & career development prospects in the future.

Key Responsibilities

• Customer Experience: Provide excellent service, including for our most vulnerable customers, by resolving queries at the first point of contact.
• Complaint Resolution: Address and resolve customer challenges & complaints with empathy, professionalism and proactiveness.
• Product Knowledge: Demonstrate effective knowledge of Zempler Bank's products and services.
• Problem Solving: Investigate solutions through various systems and platforms, ensuring accurate responses within agreed Service-Level-Agreements (SLAs).
• Documentation: Maintain clear and accurate notes on our systems for each customer interaction.
• Process Improvement: Identify and suggest improvements to enhance customer outcomes.

What We're Looking For

• Empathy and Resilience: A customer-centric focus with a positive, committed attitude.
• Communication Skills: Excellent written and verbal communication, with a collaborative approach.
• Adaptability: Ability to work independently and as part of a team.
• Technical Proficiency: Strong working knowledge of Microsoft Office and adept at using multiple applications simultaneously.
• Enthusiasm for Learning: A keen interest in personal and career development.
• Competitive basic salary.
• Additional benefit allowance representing 7.5% of your annual salary.
• 26 days’ holiday (full time equivalent), increasing each year of service to 33 days.
• Option to buy and sell up to 5 days of holiday each year.
• Pension salary sacrifice.
• Family-friendly policies.
• Regular social activities and team events.
• Charity Volunteering Day.
• Free drinks and snacks in the office.

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Seniority level

• Seniority level

Not Applicable

Employment type

• Employment type

Part-time

Job function

• Job function

Customer Service

• Industries

Banking

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