Customer Service Representative

Shawbrook provides finance across SME, Real Estate, and Personal segments, focusing on sustainable value. They seek a Customer Service Representative to administer savings products, handle customer inquiries via phone, email, and chat, process data changes, and escalate issues. The role requires excellent communication, banking experience, analytical skills, and a customer-focused approach.

Must Have

• Administer Bank’s savings products and customer accounts
• Handle customer inquiries via phone, email, secure message, text, and chat
• Process changes to customer static data
• Communicate and escalate potential issues/risks promptly
• Adhere to internal targets for efficient customer service
• Stay updated on Shawbrook products, rates, and T&Cs
• Represent the Shawbrook brand professionally
• Build strong relationships with customers and colleagues
• Excellent written communication skills
• Essential experience in Customer Service
• Strong experience in banking or financial services
• Sound analytical and problem-solving skills
• Computer literate with MS Office (Excel, Word)
• Ability to work effectively in a team
• Excellent planning and organisational skills
• Customer-focused approach

Perks & Benefits

• Market leading family friendly policies (Maternity, Adoption, Paternity from Day 1)
• Free access to Headspace (mindfulness & meditation app)
• Free access to Peppy digital health app (fertility, parenting, menopause support)
• EAP (Employee Assistance Programme) for financial, mental, family, work, housing, health support
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service
• Minimum of 27 days holiday per year
• Option to buy or sell holiday days (flexi-holiday scheme)
• Access to discounts on high street and online brands
• Community support and charitable giving
• Participation in annual discretionary bonus scheme
• Proudly Shawbrook recognition scheme

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Job Description

We are currently looking for a Customer Service Representative to work as part of a team to ensure the timely and accurate administration of the Bank’s savings products, direct liaison with the customer on the telephone and by written correspondence, ensuring accuracy at all times and that laid down processes and procedures are appropriately followed.

• Dealing with account enquiries via the telephone and furnishing them information in answer to their queries
• Administer customer accounts during the lifecycle of their savings account
• Dealing with customer queries via email, secure message, text and chat
• The processing of all changes to customer static data
• Communicate and escalate potential issues/risks in a prompt and effective manner
• Adhere to internal targets enabling the customer to be serviced quickly, efficiently and without error
• To identify areas of improvement in relation to the customer journey
• To keep up to date with Shawbrook products, rates and T&Cs both personal and business
• To represent the Shawbrook brand in a professional and confidential manner
• Build strong relationships with customers and colleagues within the operation

Qualifications

• Excellent written communication skills.
• Experience within Customer Service essential
• Strong experience within banking or financial services
• Sound analytical and problem-solving skills
• Ability to learn new skills as the business grows enabling us to meet service standards
• Computer literate (good knowledge of MS Office suite – Excel, Word)
• Ability to work as part of a team.
• Excellent planning and organisational skills
• Establishes effective working relationships at all levels
• Customer Focused approach

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum starting salary of £25,000
• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done