Customer Services Representative

at  Julian Hodge Bank

Closing date
17 Nov 2024
Salary
£23,470
Contract
Full Time
Hours
35
Location
Cardiff
Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.
The successful candidate will be the voice of the Hodge brand in all your interactions with our customers. Your focus will be to deliver low effort experiences by treating customers as individuals and communicating in a positive, can do tone of voice. You will also be expected to be a key contributor in sharing ideas and solutions on how our processes by design should create low effort.

• You will be required to live and breathe our Hodge values in your day to day interactions with our customers (Bold Flexibility, Genuine Empathy, Bold Flexibility).
• You can communicate in a positive tone of voice, turning difficult conversations into positive experiences for our customers. Where you don’t know the answer, you show your curious side and work with your colleagues, your Continuous Improvement Coach and your Team Leader to find out the answer.
• When customers complain, you make every effort to fix their concern and leave them with a positive view of our brand. When customers insist on escalating their complaint, your handover to your Continuous improvement Coach ensures that they can deliver an effortless experience.
• You take on and act on feedback and coaching from your Continuous Improvement Coach and your Team Leader in a positive way. You also use our quality framework as a guide when having conversations with our customers.
• As well as handling our customers enquiry ‘in the moment’ you are also looking ahead to what will happen next in our customers journey, so they are clear what they can expect from being a customer of Hodge, leaving the call thinking ‘that was easy’.
• You know our customers better than anyone in the business, so you will shout and share where we can do things better for our customers. Whether that be a process that creates effort, a gap in our systems, or a product that may make our customers lives better, we want you to shout about this and escalate to your Team Leader and Continuous Improvement Coach.