Our client is seeking a Senior Customer Service Executive to join their Local Banking team on a full-time, permanent basis. The successful candidate will be responsible for delivering exceptional customer service, handling complex enquiries, and supporting junior colleagues. This is a key role that combines expert client care with mentoring responsibilities and process improvement.
Job Duties:
- Provide high-quality support to clients, addressing enquiries and resolving issues across a range of banking products and services
- Maintain strong knowledge of services including savings accounts, loans, and credit products to provide accurate client guidance
- Handle escalated or complex customer enquiries in a timely and professional manner
- Assist the Team Lead in training and mentoring junior team members, sharing knowledge and best practice
- Act as a key point of contact for junior staff when dealing with challenging or unusual client cases
- Identify and suggest process improvements to enhance service efficiency and client satisfaction
- Support the implementation of updated customer service policies and practices
- Build and maintain strong, long-term relationships with customers
- Conduct follow-ups on resolved issues to ensure client satisfaction and proactively identify any emerging concerns
- Monitor customer accounts and transactions for potential risks, escalating where appropriate
- Support structured team meetings and contribute to operational updates
- Serve as a subject matter expert in relevant operational areas
- Identify and escalate operational risks to the Local Team Lead as needed
Job Requirements:
- Excellent written and verbal communication skills
- Ability to work independently as well as collaboratively within a team
- Proficient in banking systems, CRM tools, and general technology
- Strong interest in continuous learning and staying informed about banking products
- Proactive mindset with a willingness to suggest and support new ideas
- Flexible and positive approach to change and unexpected developments
- Understanding of banking regulations and compliance requirements
- Willingness to meet clients and attend client events as required
What You’ll Love:
Our client is known for prioritising customer care and staff development within a supportive and forward-thinking environment. With a focus on service excellence, team collaboration, and innovation, they offer an engaging workplace where employees are encouraged to grow and make meaningful contributions.
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