Customer Service Advisor

Job description

The Requirements

If you're a passionate people person who thrives on delivering an amazing customer service, and you're looking for an opportunity that matches your motivation to develop and achieve your career goals, we'd like to hear from you.

At the heart of our vibrant contact centre, you'll have an integral part to play in bringing to life our commitment to put customers at the heart of everything we do - making their lives easier and taking the stress out of banking. In return, you'll enjoy a comprehensive structured training programme and on-going coaching and support to enhance your development and open up progression opportunities. Whatever you want to do, we'll help take your career to the next level.

Our priority in Commercial & Private Banking (CPB) is to deepen our relationships with commercial clients and open up new opportunities for them. As the number one bank for small and medium-sized enterprises in the UK, we have a strong foundation to build on. By incorporating our market-leading wealth management franchises, we can also connect successful entrepreneurs with our leading private bankers.

What you'll do

Acting as the first point of contact, you'll analyse and investigate client service requests and issues, assessing the urgency and sensitivity of enquiries to prioritise them accordingly. You'll make sure that all queries, that can be received by phone, e-mail and via other channels, are handled and resolved within the timescales agreed with the client directly as well as the service levels agreements.

You'll own any client queries up to their resolution, irrespective to the sequential business areas that are involved, but you will be required to ensure a smooth handover to any other parties by providing all the relevant information in a concise and efficient manner. You'll monitor and track the path of your own service requests and enquiries and act proactively with the client if the predicted timescale for a resolution cannot be met.

You'll also be required to suggest enhancements that will improve process efficiency on both the clients and the banks side, generating ideas that can be implemented to help clients become more efficient in the management of their banking arrangements and to improve the efficiency in the way the bank serves its customers.

Ultimately, it will be your responsibility for optimising and improving the quality service provided to the dedicated clients within C&IB.

What you'll bring

As a Client Service Advisor, you'll ideally have a knowledge of country specific products, services and systems provided by the service team, including SEPA, BACS, CHAPS, cheques and faster payments. A basic knowledge of network systems such as SCORE NL/UK, CSE, CCA, TRIP, RMD, Access Online, Intellitracs, Access Direct, Access on line and SWIFT would again be beneficial, but not essential.

You'll come from a client service background with the ability to demonstrate strong client interaction skills. You'll have a contact centre background with experience in phone and query handling, preferably in an International Cash Management environment.

How we'll reward you

In return, we offer a competitive salary plus 15% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities. For more information on our benefits, please visit our website .

At RBS, we want everyone to feel welcome. That's why we want you to know that we'll work with you to make the application process as smooth as possible. So please just let us know if you need any adjustments or support – we'll do whatever we can to help.

If we offer you a job, we'll discuss with you how we can help set you up for success, including by making adjustments to your working environment if required.

If you're a new joiner to the bank, please note that we carry out a credit check as part of our referencing process.

If you are experiencing any technical issues when applying for this role, please refer to our FAQ section for assistance.

At RBS, we are focused on becoming the UK's number one bank for trust, customer service and advocacy by 2020. We are simplifying our business, concentrating on the areas where we can lead the market, and placing our customers at the heart of everything we do.

Job ref: 44714