Job Description

Senior Customer Service Agent
Location: West Bromwich
Salary: 26,799 per annum
Hours: 35 hours per week - Hours of work will be between 08:30am - 18:00pm Monday - Friday and 8:30am-12:30pm on Saturdays (Saturdays on a rota basis)
Contract Type: Annualised contract
We're made for each other
At the West Brom, we know solid futures don't happen overnight. So, whether our customers are looking to own their first home or have savings they can rely on, we'll do everything we can to help them build the life they want bit by bit. We're all about customer experience, which means we do the right thing, not just the easy thing. Whatever your role, you'll put the customer at the heart of everything you do and make a positive lifelong impression.
What you'll be doing:

• Providing a service so good that our customers tell their friends and family about us and acting as a role model for Customer Service Agents to do the same.
• Completing risk and control framework requirements including regulatory and compliance-based tasks.
• Coaching and developing Customer Service Agent's using 121's, buzz sessions, levelling sessions and team meetings.
• Handling complaints with a right first-time approach seeking resolution for the customer and offering suggestions of improvement for the business.
• Reviewing customer feedback to make things easier for our customers and colleagues.
• Staying up to date on changes to regulation so that processes can be changed accordingly, and communications can be sent to the team.
• Monitoring resource levels in line with forecasting to proactively make changes where necessary.
• Supporting with sign off training and enhanced monitoring including additional coaching for new starters joining the business.
• Working on your Personal Development Plan to continually develop your skill set.

What we're looking for:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• An infectious team spirit who's ready to collaborate and share ideas.
• A calm, clear, and confident communicator who has in experience in coaching and developing others.
• A customer centric person who holds a genuine interest in customers and their needs.
• Empathy, we want you to put yourself in others' shoes. You'll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Flexibility, there'll be times when we'll need you to step up to help your team and other teams, especially during our busy times.
• Previous experience delivering great customer service.
• A curious mindset, you'll be ready to learn and grow, open to challenges and developing new skills.

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.
What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we'll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that's discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account - giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?
At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom's biggest asset that doesn't mean just viewing them as employees. We're proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employers are the heart of bringing our new vision to life- where our customers and communities own a more secure future. Everyday, through the work they do together and the care they show, they're helping turn that vision into real and lasting.
We're a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We'll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we're looking for. If you need any support with applying to one of our roles, get in touch at careers@westbrom.co.uk.
Do it today and click apply!
*Please note - We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*
Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. 'the West Brom' is a trading name of West Bromwich Building Society.

Skills Required