Job Details of Customer Service Advisor

Full job description

Are you looking for a role that can really make a difference?

The Fraud Centre of Excellence at NatWest are looking for customer focused and self-motivated individuals to join their team in Southend. In this role you will be the first point of contact for their customers in relation to fraud queries or concerns.

With a first-class training program, all you will need are first-class customer service skills, being comfortable with different computer systems, and enjoying a fast-paced environment, all whilst working as part of a great team.

This is a 12 month temporary contract with the potential to extend or become permanent.

• Pay Rate: £13.85 per hour
• Scheduled Start Dates: 27th January 2025 or 10th February 2025
• Location: Thanet Grange, Southend-on-Sea
• Training: Up to 9 weeks on-site (Monday – Friday/ 8am - 4pm)
• Upon training completion: 35 hours per week, 7 hours paid, 1 hour unpaid (shifts to be determined, you must be willing to work weekends)
• Shifts can range anywhere between 8am and 10pm

Key responsibilities:

• Respond to queries from customers/stakeholders promptly within agreed timelines.
• Deliver successful customer/business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements and/or by accurately collecting the required information from customers/ business.
• Actively participate in initiatives to improve customer service, processes and procedures.

Candidate Profile: Key Requirements, skills & experience:

• Previous customer service and telephony experience
• Ability to work in a fast-paced environment whilst managing phone calls with the customers to reach a solution
• Excellent written and verbal communication skills
• Excellent attention to detail
• IT Competency (Microsoft office and data entry)
• Ability to work well within a team

Benefits:

• Free access to UnMind – a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing
• Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services

Job Type: Full-time

Pay: £13.85 per hour

Expected hours: 35 per week

Schedule:

• 8 hour shift
• Day shift
• Every weekend
• Weekend availability

Work Location: In person

Reference ID: NWG01693
Expected start date: 27/01/2025