Our client is looking for a passionate, experienced and energetic Customer Support Advisor to join their growing Operations team in Central London.

They are on a quest to be the world’s most proactive bank. Improving lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions.

The founding team is in place. And they are launching with a fully functional app. Starting out with a current account and credit card, they will be broadening their portfolio soon with the foundations in place for a positive, supportive and thoughtful new bank.

Customers are at the heart of everything they do. This is where you come in. You will be the 'face’ and voice of the company and demonstrate their values and behaviours in every interaction you have with their customers.

Responsibilities of the Customer Support Advisor;

• Providing the best customer support by engaging with customers through LiveChat and telephone.
• Understanding the customer’s needs and providing solutions to help them with their financial ambitions
• Identify customers who may be in vulnerable situations and working with them to provide the required support
• Problem solve to assist customers and suggest improvements to processes and products to deliver better customer experiences
• Be on the frontline in identifying, raising and supporting with cases of fraud or customer dissatisfaction

Requirements of the Customer Support Advisor;

• Passionate in delivering great customer service
• A proven track record of providing outstanding customer service of 2+ years within Financial Services - This is essential.
• Experienced in communicating with customers verbally and written
• Adaptable in your communication and approach to meet different customer needs
• Maintain a high quality of service when supporting a high volume of customers through a variety of contact channels

Bonus skills;

• Experience of closely supporting customers in vulnerable situations and/or experiencing financial difficulties

A little about you;

• Excellent communication skills, with the ability to listen, understand and articulate challenging conversations verbally and in writing.
• Self-motivated, can be relied upon to follow up questions and outstanding actions, and to drive projects to completion according to requirements and schedules.
• You are able to see opportunities to explore new approaches and are not scared by the unpaved road ahead. This is a start-up environment and we need help to create the culture, processes and standards which drive our future behaviour.
• Eye for detail is important, especially considering we are dealing in the world of money - the most critical aspect of people’s lives

What’s in it for you?

• Be part of something! This is a rare opportunity to join a customer-focused business in its infancy, bringing to market a suite of exciting new products.
• We need experts like you to help shape and deliver the best customer experience.
• Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition
• You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience

If this is you - please apply to this job ad.