Key Responsibilities

• The key responsibility of this role is to support the origination and in-life management of OakNorth retail and business deposit products.
• Completing deposit tasks to support the origination of retail and business deposit accounts; example tasks include handling inbound customer calls; making outbound customer calls; opening, processing and sending of mail; responding to emails; and actioning system tasks
• Completing deposit tasks to support the in-life management of retail and business deposit accounts; examples would include preparation of reports/statements and handling account queries
• Providing customer support with a friendly, timely and helpful manner
• Resolving customer incidents or changes wherever possible at first point of contact, or when appropriate, escalate calls to resolve complex issues, gathering sufficient information to enable colleagues to support through to resolution
• Focussing on delivering excellent customer service within a fast-paced environment
• Proactively developing personal product knowledge and customer support skills, including regular communication with colleagues to share information and best practice
• Contributing to ad-hoc duties and projects as determined from time to time by members of the management team
• Working cross functionally with all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes
• Ensuring ongoing development of technical and customer service skills within the role
• Actively minimising the risk to the business and the customer by focussing on process controls.

Key Skillsets

• Energetic and friendly
• Excellent interpersonal skills
• Strong communicator both verbally and in writing
• Good telephone presence
• Good analytical skills
• Organisation and time management skills essential
• Willingness to learn and develop new skills
• Resilience and the ability to work under pressure, and to pressing deadlines / SLAs
• Ability to deliver commitment and exceed targets
• Computer literate (basic skills of Microsoft Word, Excel, and PowerPoint required)
• Detail oriented
• Previous experience within customer service role preferred but not required
• A passion for delivering a great service experience
• Ability to go the extra mile for our customers
• Flexible with working hours and team shift patterns
• Open to occasional weekend work and/or evening hours when and if required
• Undergraduate degree or above preferred but not required

Benefits & Perks:

• Equity. We want people to have a stake in the business so that all our interests are aligned
• 25 days holiday
• Personalised benefits – opt-in to what matters to you
• Enhanced family leave
• Paid volunteering days off
• Wellbeing and social events