Role Purpose
The purpose of this role is to be responsible for the entire customer journey for all post completion customers. This includes supporting our customers during their on-boarding, managing day to day enquiries, dealing with specific requests for support. It includes supporting some of our key business processes including product transfers, redemptions and additional lump sum payments.
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Role Duties
- To be a brand ambassador with a strong customer focus in all interactions with our customers.
- To provide excellent levels of customer service, delight our customers, and leave a lasting impression and provide positive customer outcomes.
- Identify, support and manage vulnerable customers by tailoring the support provided, in a communication style that is appropriate to that individual customer.
- Identify and support any customer complaints with a strong emphasis on first point resolution
- To provide support to all our customers, across all our products, through various communication channels including telephony and email. As our service offering expands, this may also include webchat, WhatsApp and other social media platforms.
- To demonstrate strong customer focus and promote improvements in all customers facing processes
Required Skills
- Customer Services experience, ideally in Financial Services
- Ability to multi-task and work in a fast-paced environment
- Ability to problem solve customer queries and being able to provide real time solutions.
- Excellent verbal and written communication skills and attention to detail.
- Effective interpersonal, customer service and organisational skills are necessary
About Us
Gatehouse Bank was established in 2007. With offices based in London, Birmingham, Milton Keynes and Wilmslow, we’re one of the fastest growing banks of our kind in the UK. We are a British, Shariah-compliant bank and follow a set of principles which promote fair play. Our products are transparent, fair and socially responsible.
Additional Details
We offer highly attractive reward package; the typical benefits include:
- 25 days holiday entitlement increasing with service
- Pension plan
- Private medical insurance
- Dental cover
- Income protection
- Life assurance
- Employee referral bonus
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank.
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