Senior Business Support Adviser
We're creating a standalone UK bank for our customers and all our employees to be proud of, focused on driving change in the banking industry. We'll do this by putting the customer at the heart of everything we do, servicing the communities in which we reside with the level of professionalism and friendliness that they expect. This is a unique opportunity to be part of a new UK bank from the outset, with all the exciting challenges and rewards that will bring.
We are currently looking to appoint a Senior Business Support Adviser to join our contact centre based in Manchester. This is a full time, permanent opportunity with excellent reward package, benefits and an opportunity for career progression.
Our telephone based Business Directs team provide an easily accessible and outstanding customer service for new and existing Business Directs customers. As a Business Advisor, you will be responsible for delivering excellent service in every customer interaction, explaining professionally and simply, how we can help.
By listening carefully to Business customers, and asking the right questions, you will provide the best possible combination of service and products to meet their needs. Where relevant you will also introduce customers to colleagues both within and outside of the team who can help them with their lending requirements needs and other, more specialist services.
As part of the Business Directs team, the great customer experience you deliver will play a significant part in building our reputation for service excellence and support the future retention and growth of our Business Direct customer base.
*Support the retention and growth of the customer base by fulfilling customer needs through product and services offerings
*Deliver excellence customer experience by putting customers and their interests at the heart of all you do, demonstrated by positive customer feedback and minimal customer complaints
*Form meaningful customer relationships through conversations where you identify, understand and meet their needs, providing access to specialist advice where required
*Understand what 'Treating Customers' Fairly means to you and your customers and deliver fair outcomes for customers in every transaction with them
*Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled adhering to the correct complaints management process
*Participate in team based continuous improvement activity with the customer at the heart of all thinking
*Demonstrates confidence and a positive attitude to the work undertaken
*Take ownership for your 1:1s, performance conversations and Personal Development Plan, ensuring that you allocate time to build your capability and review progress regularly with your Line Manager
*Keep up to date with key communications and changes to products and services by participating in training and briefing activities
*Display positive behaviours when dealing with change and ambiguity and overcome the challenges presented.
*Where requested act as a buddy to new starters
*Pro-actively support your colleagues, building excellent relationships
*Personal motivation to deliver outstanding customer service by anticipating customer needs and exceeding their expectations
*Great interpersonal and telephony skills with the ability to explain things simply for customers
*Experience of working in a face to face or telephony environment and the ability to vary approach across both
*Strong written skills (to support credit applications, email etc.)
*Team working - display a 'One team' approach within own team and across wider business areas
*Ability to forge strong and lasting relationships with internal colleagues/departments
*Understanding of the importance of the Helpful Banking behaviours
W&G Behavioural Critical Competencies
*I am a proud advocate of Williams & Glyn
*I care for our customers and the wider community
*I treat Williams & Glyn like my own business
*I take accountability
What you'll get in return
*Upon joining the team, you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks