Customer Service Representative - Leeds
Bradford, West Yorkshire, United KingdomThe Requirements
We're looking for passionate people who thrive on helping both new and existing customers of the bank to meet their financial goals over the phone and through our webchat service - making their lives easier and taking the stress out of banking. If you're looking for an opportunity that matches your motivation to develop and achieve your career goals, we'd like to hear from you.
What's more, you’ll join us on a competitive reward package of £20,610.
What you'll do
As part of our dynamic customer services team, you'll be talking to our customers over the phone and via webchat, building rapport and adding value to every conversation.
It’s all about putting our customers first. You'll take the time to understand their needs and recommend new products that are right for them. You’ll offer a professional and helpful service, identifying new opportunities to promote our range of products, from our current accounts and savings products, to loans and mortgages.
When it comes to measuring your success, you'll work to achieve set targets, while helping us meet our performance targets as well. You'll achieve this by:
- Identifying and recommending products that help our customers to make the most of their money and savings
- Using your ever-expanding technical knowledge to improve the service we give to customers and colleagues by making sound decisions under pressure
- Offering solutions for a vast array of queries, promptly and swiftly
- Providing great support through friendly and engaging phone conversations
- Adding additional value through our exceptional webchat service
What you'll bring
It's important you have outstanding communication skills - both written and on the phone - and you'll be able to type quickly and accurately. Along with strong problem solving skills, you'll have an aptitude for identifying customer needs and service opportunities, and the ability to plan effectively and perform under pressure.
Above all, you’ll share our focus on delivering fair outcomes for our customers. We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.
The centre is open from Monday to Saturday between 08.00 and 18.00. We’ll ask you to work 1 in every 3 Saturdays, with a day off during the week to give you the time back – note that your Saturday working hours won’t necessarily be the same as your normal weekday hours. You should also expect to work on some bank holidays, and we’ll give you the time back on another day.
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.
How we'll reward you
Your package is made up of a basic salary of £16,488 and an additional 25% of salary as an allowance. You can decide how much you want to convert into value-added benefits through RBSelect, the banks flexible programme. You can tailor these benefits to suit your lifestyle with access to things like our retirement savings plan, healthcare schemes, and the chance to buy additional holidays.
You'll have a generous holiday entitlement of 33 days - although you should note that Bank Holiday working is a feature of this role.
We also provide a wide selection of exclusive lifestyle offers, development and learning programmes, and services and support, all designed to help you manage and balance your work/life priorities. For more information please visit our benefits page.
At NatWest, we want everyone to feel welcome. That’s why we want you to know that we will work with you to make the application process as smooth as possible. So please just let us know if you need any adjustments or support – we'll do whatever we can to help.
If we do offer you a job, we’ll discuss with you how we can help set you up for success – by making adjustments to your working environment if required.
At NatWest our vision is to become the UK's most helpful and sustainable bank. Our people are the key to achieving success, so we place a high priority on recruiting the best talent with the right skills, experiences and behaviours.