Customer Service Advisor - Part Time

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team, on a Part-Time (22.5 hours per week) shift pattern basis. Within this crucial 1st line customer centric role, you’ll be a dedicated professional delivering service excellence to our customers, across a variety of product ranges.

Please note - This is a part-time 22.5 hours per week working shift pattern with a requirement covering Monday’s to Saturday’s.

Who We Are

Established in 2004, Zempler Bank is committed to making money simpler. We are a “Top 100 Best Companies” employer and a leading FinTech bank, recognized by the Competition & Markets Authority (CMA) in 2024 as the only UK bank to rank in the top five across all three categories within business banking.

The Role

Based on a permanent & on-site basis at the impressive “Spine” building in Liverpool (L7), the Customer Service Advisor will focus on first-touch resolution, aiming to make us ‘easy to do business with’ as well as becoming 'the UK's best-loved bank'.

After a fully paid training period, the Customer Service Advisor will handle a variety of service-based requests, challenges, and issues our customers face related to their day-to-day banking needs, as well as providing support for our most vulnerable customers to ensure everyone gets the right outcome.

This Customer Service Advisor job will provide a strong platform for an empathetic and dedicated individual to “see beneath the bonnet” of a digital bank, in a stable and supportive environment as well as providing the potential for good learning & career development prospects in the future.

Key Responsibilities

Customer Experience: Provide excellent service, including for our most vulnerable customers, by resolving queries at the first point of contact.
Complaint Resolution: Address and resolve customer challenges & complaints with empathy, professionalism and proactiveness.
Product Knowledge: Demonstrate effective knowledge of Zempler Bank's products and services.
Problem Solving: Investigate solutions through various systems and platforms, ensuring accurate responses within agreed Service-Level-Agreements (SLAs).
Documentation: Maintain clear and accurate notes on our systems for each customer interaction.
Process Improvement: Identify and suggest improvements to enhance customer outcomes.
What We're Looking For

Empathy and Resilience: A customer-centric focus with a positive, committed attitude.
Communication Skills: Excellent written and verbal communication, with a collaborative approach.
Adaptability: Ability to work independently and as part of a team.
Technical Proficiency: Strong working knowledge of Microsoft Office and adept at using multiple applications simultaneously.
Enthusiasm for Learning: A keen interest in personal and career development.
In Return You’ll Enjoy

Competitive basic salary.
Additional benefit allowance representing 7.5% of your annual salary.
26 days’ holiday (Full Time Equivalent), increasing each year of service to 33 days.
Option to buy and sell up to 5 days of holiday each year.
4 x Life Assurance.
Pension salary sacrifice.
LinkedIn Learning license.
Family-friendly policies.
Regular social activities and team events.
Charity Volunteering Day.
Free drinks and snacks in the office.