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Customer Service Representative, Digital Support

First Direct
Job LocationLeeds
EducationNot Mentioned
Salary£23,850 - £25,850 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer Service Representative, Digital SupportIf working for an award-winning bank, loved by its people as much as its customers appeals to you then look no further than first direct. If you have a passion for delivering excellent customer service in a career driven environment, then youve come tothe right place.We are looking for people who are passionate, dedicated, and ready to go above and beyond, in the thick of it, helping first direct to drive forward its ambition to really challenge the challengers.In this role, you will:

  • Deliver an excellent customer service, through both telephony and conversational banking channels, facilitating an innovative digital experience.
  • Assist with a variety of everyday banking queries and requests, supporting our customers to navigate our digital channels and to access, troubleshoot and resolve issues online or via the app.
  • Support customers whove had their online banking details compromised and advise on how to safely and securely access and utilise digital channels.
  • Be at the forefront of any technical glitches, supporting and feeding in detail to help our technical support team find the root cause of issues.
  • Report and escalate potential issues to the technical support team for further investigation.
To be successful, you will:
  • Have proven skills and experience within a contact centre and/or banking environment and the ability to apply your knowledge of systems, processes, and procedures to fulfil customer needs.
  • Be passionate about driving a digital-first approach.
  • Confidently communicate with a variety of stakeholders, providing guidance on regulations and internal policies, ensuring that all work is processed in accordance with the established and documented procedures.
  • Use your sound judgement to make decisions and to problem solve.
  • Ensure a focus on accuracy and quality and be curious and inquisitive about identifying new ways of working and enhancing the customer journey.
We love talking about our great digital channels and how easy banking with first direct is so if this sounds like you, wed love to hear from you.Salary: £23,850 - £25,850 per annum, dependent on skills and experience.Our department operates: Monday to Sunday, 7am-11pm. Shifts will include some evening and weekend working.This is a hybrid working role, with the base location of Leeds.The role will require you to undertake 10 weeks of training across various elements, where you will be required to attend our office location, interspersed with periods of embedding into the role, which will be hybrid working.Please ensure your CV includes all relevant experience of working within a contact centre and/or bank.Being open to different points of view is important for our business and the communities we serve. At HSBC, were dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity,disability, religion, sexual orientation, or age.We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.If youd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:Email: Telephone: +

Keyskills :
customerbankinginboundcontact centrecustomer service advisorcallsoutboundbankcustomer service representativecontact centerFirst Direct

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