Senior Customer Representative

Customer Services

Ref: 1005Wednesday 7 August 2019

up to £25k

This vacancy is now closed

Our client, a market leader in mortgages and savings, have an exciting opportunity for a Senior Customer Service specialist to join their team. The main purpose of the role is to ensure that a high quality of service is consistently delivered and to provide dedicated support to their customers.


Main duties will be:

  • Undertake quality checks on work completed by the Customer Service teams to ensure appropriate standards are being met, and that Customer Outcomes are appropriate, and provide feedback to individuals on errors and required improvements.
  • Undertake the investigation behind customer complaints and draft replies as requested by the Customer First Manager.
  • Assist in the monitoring of queues, call volumes and response times.
  • Listen to sample calls and provide constructive advice to team members to ensure a consistently high quality of calls across the teams.
  • Understand the issues surrounding Vulnerable Customers and take referred calls from the teams to ensure they are appropriately handled.
  • Understand the principles of Customer First and ensure that these are consistently applied across all work undertaken.
  • Act as an additional resource for the teams during peak periods.
  • Make recommendations about how processes and practices could be improved.
  • Work with the Business Change team to assist with the embedding of any changes into the Customer Service teams.


The successful candidate will have:

  • Vast experience within a customer service environment, predominately telephone based
  • Have experience of dealing with complaints and being the escalation point
  • Have financial services experience