CUSTOMER SERVICE REPRESENTATIVE

£26,000 per annum
Job Type: FTC (Fixed Term Contract) until end of January 2026 - potential to go permanent
Excellent Location: Central Birmingham, HYBRID Working: 50% office / 50% home (post training)
Hours: Monday to Friday | 9am till 5.30pm

Fantastic Benefits!

• Competitive salary, discretionary bonus, and 8% non-contributory pension.
• Private medical insurance and life assurance.
• Discounts on local and city gyms, retail, and interest-free season ticket loans.
• Charity days and cycle to work scheme.
• Regular social events including company football team and lunchtime games.

What you will do:

• Respond to customer queries and provide effective solutions across multiple communication channels.
• Identify customer needs to deliver positive outcomes and ensure satisfaction.
• Manage incoming calls while adhering to call handling guidelines and service level agreements (SLAs).
• Assist customers with online registrations and provide guidance on system use.
• Update and maintain accurate customer records.
• Process payments, issue customer statements, and handle account openings/closures.
• Handle and resolve complaints efficiently, escalating where necessary.
• Ensure compliance with company policies, GDPR, and data protection regulations.
• Work collaboratively with internal teams such as Compliance, Quality Assurance, and Financial Crime teams.
• Support vulnerable customers with appropriate assistance.
• Encourage customer feedback through satisfaction surveys and mystery shopper calls.

About you:

• Proven experience in a customer service role.
• Strong telephone handling and active listening skills.
• Excellent communication and problem-solving abilities.
• Attention to detail and strong record-keeping skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Familiarity with core banking or CRM systems (desirable).
• Knowledge of savings products and financial services (beneficial).

We would love to hear from you if you have experience in the following: Customer Service Representative (CSR), Customer Support Specialist, Customer Care Representative, Client Service Representative, Customer Success Representative, Customer Relations Representative, Customer Service Associate, Customer Support Agent, Call Center Representative, Technical Support Representative, Customer Service Advisor, Customer Service Coordinator, Customer Experience Representative, Help Desk Representative, Customer Operations Associate.
Job Ref: (CB209)
Note: Hollyfield Personnel will only contact successful candidates. By applying for this position, you consent to the retention of your details by Hollyfield Personnel.
Job Type: Full-time
Pay: £26,000.00 per year

Schedule:

• Monday to Friday

Work Location: In person
Reference ID: CB20

• Respond to customer queries and provide effective solutions across multiple communication channels.
• Identify customer needs to deliver positive outcomes and ensure satisfaction.
• Manage incoming calls while adhering to call handling guidelines and service level agreements (SLAs).
• Assist customers with online registrations and provide guidance on system use.
• Update and maintain accurate customer records.
• Process payments, issue customer statements, and handle account openings/closures.
• Handle and resolve complaints efficiently, escalating where necessary.
• Ensure compliance with company policies, GDPR, and data protection regulations.
• Work collaboratively with internal teams such as Compliance, Quality Assurance, and Financial Crime teams.
• Support vulnerable customers with appropriate assistance.
• Encourage customer feedback through satisfaction surveys and mystery shopper calls