Tesco Bank
CustomerServiceAdvisor
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Advisor at Tesco Bank. Skills: Customer Service, communication, listening, empathy, resilience, collaboration. Provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.. Collaboration across multiple digital channels to personalise each interaction with a customer.”
Industry & Context.
resolving issues; resolving complaints; Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
Office attendance: You’ll be office-based during your probation period. Following this, you’ll move to hybrid working, attending the office 2 days per week.
What They're Looking For.
Must Have
Flexibility to work 35 hours per week, across a 7 day rota., Customer service experience – call centre is great, but retail, hospitality or any customer-facing role works too., communication and listening skills, with empathy and resilience to handle complex queries., Confidence using tech – from Microsoft Office to multiple systems at once in a fast-paced environment
What You'll Do.
Provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
Collaboration across multiple digital channels to personalise each interaction with a customer.
Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
Provision of exceptional customer service to clients by responding to inquiries
resolving issues and handling client requests efficiently.
Support the collaboration of internal stakeholders including sales
and risk management teams to meet client needs and expectations
so that transactions are executed accurately and on time.
Support teams within the business operations function as needed
including risk management
compliance and collections.
Comply with all regulatory requirements and internal policies related to customer care.
handle inbound calls from customers—everything from simple purchase queries to more complex questions about interest rates.
guide customers towards our digital self-service options and play a key role in resolving complaints
making sure every customer feels valued.
How You'll Work.
Team & Collaboration
Collaboration across multiple digital channels to personalise each interaction with a customer.; Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.; Support teams within the business operations function as needed, including risk management, compliance and collections.; collaborating with and impacting on the work of closely related teams.; Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.; team catch‑ups, planning sessions and collaborating with colleagues.
Communication Scope
communication and listening skills; Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
Full Job Description
# **Job Description** **Purpose of the role** To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. **Accountabilities** * Collaboration across multiple digital channels to personalise each interaction with a customer. * Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support. * Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently. * Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time. * Support teams within the business operations function as needed, including risk management, compliance and collections. * Comply with all regulatory requirements and internal policies related to customer care. * To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels. **Analyst Expectations** * To meet the needs of stakeholders/ customers through specialist advice and support * Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles. * Likely to have responsibility for specific processes within a team * They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources. * If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterpri
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