Customer Service Advsior

06 May 2017
05 Jun 2017
Contract Type
Full Time
Job Title: Direct Relationship Support Manager
Job Type: Perm
Industry: Banking and Finance
Location: Gadbrook Park, Cheshire
Salary: GBP 19,500 pa
Hours: Full Time (Mon-Fri between the hours of 7am-7pm, and 1 in 10 Saturdays between the hours of 8am-2pm)

We are currently recruiting for a Support Manager to work for a newly set up team in a fantastic banking and financial services company in the Cheshire area.

The Role:

Be an active member of a servicing team which provide expert support and advice to Business Banking clients and colleagues.
Drive forward the banks 'Go-to' ethos by maintaining and improving high levels of customer satisfaction.
Work closely with Corporate Managers focusing on the delivery of world class service to a wide range of Corporate banking clients.
Build trust, confidence and reliable support to the Business Managers.

Dynamic working gives everyone the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.


* Commit to making lives much easier by; completing requests within Service Level Agreements (SLA) and maintaining client contact where necessary. Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Operational Risk Framework and internal Policies and Standards.
* Support the delivery of world class service by servicing all complex telephone, to internal and external customers, and transactional processing.
* Develop and maintain contacts with specialists in branch sectors, and other areas of the group, to manage customer expectations.
* Respond to complex servicing requests received from Corporate Managers and those from external areas of the department.
* Handle from start to finish queries for complex processing as defined and distributed by your team leader.
* Take responsibility for own performance and contribute towards the overall team's performance by maintaining and completing processes within agreed SLAs.
* Work closely with the rest of the team providing mutual support through training, coaching and sharing knowledge of best practice.
* Be aware of direct competitor activity, products and servicing channels.
* Undertake all necessary compliance tests to maintain ones compliance passport and adhere to all government audits.
* Be accountable for self development.
* Play a part and encourage others in the team to drive the business objective of becoming a force for good society.
* Manage self to complete tasks and use resources efficiently to ensure timely, high quality and consistent results.
* Work within authority levels, with some influence on the need to review limits.
* Resolve familiar and concrete problems by applying set guidelines or previous experience and escalating exceptional problems beyond the defined scope.
* Identify and contribute to continuous improvement and change opportunities by using your judgement to make adjustments within the scope of the role.
* Work with customer facing colleagues at multiple locations or within their own teams to meet the needs of customers and other stakeholders.
* Work directly with Business customers and have a set method for contacting or working with them.
* Carry out work to the required quality levels and comply with policies, guidelines but escalate situations and risks not covered by guidelines to minimise the Bank's exposure to risk. Comply with the training and competence.
* Maximise your use of time, working to seek customer interaction within 24hours of request and to achieve 96% SLA and 80% GOS.

What does the role holder need to have done before?
?Customer Servicing
?Team Building/Team Player
?Communication (Written/Verbal)
?Self Planning and Organising
?PC and keyboard skills

What does the role holder need to know/know about and/or be qualified in?
?Ability to develop customer relations by identifying and meeting customer needs

Skills & Competencies:
What does the role holder need to be able to do/be good at doing?
?Communicate Well and Make Relationships Work
?Drive Service Excellence
?Innovate For The Future
?Make Informed Decision
?Manage Change Effectively
?Manage Compliance and Risk
?Plan Effectively

As this role is based within a financial organisation it is subject to background checks (criminal background checks, credit checks and reference checks). No holidays to be taken in the first four weeks of starting.

Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

If you do not hear from one of our consultants within 7 days of applying for this role, please assume you have been unsuccessful in this instance. Your CV will be kept on file and you will be considered for future vacancies that match your skills.

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.