The Role

As a Customer Service Consultant, you'll be a key point of contact for members, providing professional, personalised and efficient support.

Your responsibilities will include:

- Providing exceptional customer service across phone, secure messaging and web chat

- Assisting members with banking products, services and everyday account enquiries

- Understanding individual member needs and providing appropriate solutions

- Helping customers navigate online and digital banking

- Taking ownership of enquiries and working towards first-contact resolution

- Managing more complex customer enquiries and complaints

- Troubleshooting issues and guiding members through banking processes

- Maintaining accurate customer records and administration

- Identifying and escalating complaints, incidents or potential risks where required

- Working within relevant banking, privacy, risk and regulatory requirements

- Contributing ideas to improve processes and the overall member experience

About You

The Role

As a Customer Service Consultant, you'll be a key point of contact for members, providing professional, personalised and efficient support.

Your responsibilities will include:

- Providing exceptional customer service across phone, secure messaging and web chat

- Assisting members with banking products, services and everyday account enquiries

- Understanding individual member needs and providing appropriate solutions

- Helping customers navigate online and digital banking

- Taking ownership of enquiries and working towards first-contact resolution

- Managing more complex customer enquiries and complaints

- Troubleshooting issues and guiding members through banking processes

- Maintaining accurate customer records and administration

- Identifying and escalating complaints, incidents or potential risks where required

- Working within relevant banking, privacy, risk and regulatory requirements

- Contributing ideas to improve processes and the overall member experience

About You