Customer Service Representative

Our Core Banking team are responsible for handling calls with our Savings and Loans customers. You will be engaging with customers via inbound and outbound calls, assisting with account openings, fund transfers, digital banking, and more, ensuring their financial needs are met promptly and efficiently. Through your excellent customer experience, you will be helping customers to resolve their queries and 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  

Salary: £22,500 to £23,500 depending on experience 

Working Hours: Full time, 36 hours per week