Opportunity Details

Posted: 28/01/2020

Customer Service Representative

United Kingdom, Glasgow
Schedule Type
Full Time
Job Family
The Role

Shawbrook is a specialist UK lending and savings bank founded in 2011 to serve the needs of SMEs and individuals in the UK with a range of lending and savings products.

We differentiate ourselves by concentrating on markets where our specialist knowledge and personalised approach to underwriting offer us a competitive advantage. This supports attractive stable returns and sustainable growth and benefits businesses and consumers in parts of the market which continue to be poorly served by traditional high street banks. Fundamental to our success is a relationship focus which puts the interests of our customers and business partners at the heart of everything we do, built on a culture which stresses the use of our experience and judgement to make decisions that balance risk, return and customer need.

We are looking for a Customer Service Representative to join our team based in our Glasgow office. As a Customer Service Representative, you will ensure our savings customers are serviced quickly, easily, efficiently and without error. Working as part of a self-managed team to help achieve the company objectives.

  • Ensure customers are serviced quickly and efficiently via telephone, secure messaging, email, written correspondence and workflow tasks
  • Empowered to resolve complaints and complex queries at first point of contact
  • Demonstrates superior customer service during communication with customers and colleagues either by phone, correspondence and/or one-on-one meetings
  • To promote best practice and enhancement of the customer journey by continuous improvement analysis and recommendations
  • Comply with FCA, KYC, AML & CCA regulations
  • Comply with 1st line controls by following processes, procedures and policies
  • Communicate and escalate potential issues/risks in a prompt and effective manner
The Person
  • Proven background experience in financial services or in customer services or can demonstrate the key skills.
  • Demonstrates common sense and with a can-do attitude.
  • Excellent communication skills, written and verbal

This role is an SB5 within Shawbrook’s internal banding structure.